If you're concerned that Google's creepy-but-totally-awesome-in-a-way Duplex AI service will end up replacing call centers, thereby "taking our jobs," stop worrying. Google has stated that this isn't going to be happening. It won't, as you're thinking, replace human-employed call centers, but it will be utilized to make calls for businesses. Google has assured everyone, despite the fact that an insurance company had previously been investigating how the company's technology could be used to handle customer service.
A Google spokesperson was quoted as saying "We are currently focused on consumer use cases for the Duplex technology where we can help people get things done, rather than applying it to potential enterprise use cases,” Google has also confirmed that it's specifically for various testing with hair salons, reservations at restaurants, and even during holiday hours with various testers.
“It is important that we get the experience right. We are taking a slow and measured approach as we incorporate learnings and feedback from our tests," said the Google spokesperson. And it's going to take a while, especially, before the system is even anywhere near qualified to take the kind of beating that customer service agents at call centers need to put up with.
Can you imagine someone calling into Comcast berating an AI until they got a "real" person? It's not feasible, it's not viable, and it's quite silly to think that Duplex AI could go ahead and replace human workers at these jobs for now. They may be capable of complex behaviors and placing orders or reservations, but there's a long way to go before it can authentically replicate the twists and turns of a real conversion in customer service.
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