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Google claims that it is not going after call center jobs with Duplex

Google claimed that it is not testing its 'Google Duplex' technology for enterprise customers.

  • Published: July 7, 2018 4:00 PM IST
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Days after reports emerged claiming that Google may be rolling out its Duplex technology to the enterprise to take over call center jobs, the company has issued a statement claiming otherwise. According to the statement issued to The Engadget, Google claimed that it is not testing its ‘Google Duplex‘ technology for enterprise customers. Instead, the company is focused a the consumer use case of the technology. According to the statement, Google claims that the technology “is designed to operate in very specific use cases” and the company is testing it with hair salon bookings, and restaurant reservations at “holiday hours with a set of trusted testers.”

Google went on to add that it is important for the company to “get the experience right” and the company is progressing slowly with a “measured approach” to ensure that there are no issues while crafting the entire experience. The slow approach is also essential for the company to include all the feedback and learning while developing the technology. According to a previous report, some corporations were in the early stages of testing Google Duplex technology for their own applications. There was a strong response against this report because this potentially meant that these companies will replace real humans with Google Duplex taking away jobs.

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For the uninitiated, Google revealed this technology at its annual developer conference, Google I/O 2018. This allows Google Assistant to make real phone calls on your behalf to the outlets that don’t have the facility to book appointments or tables online.

Google also showcased the technology to select journalists last month to give them a hint on how the technology will function. This included the advancements that the company has made in conversational speech while making the AI-powered assistant sound as human-like as possible.

  • Published Date: July 7, 2018 4:00 PM IST