Google's plan to replace call center workers with its controversial Duplex AI revealed

When Google first introduced its phone-calling digital concierge Duplex in May, some thought it sounded too human, while others worried that it would secretly record calls with people. Despite the massive backlash over the system, it appears Google is pushing ahead with plans to replace call center workers across the globe with its AI. According to The Information, Google is already in talks with customers, including a major insurance firm, about creating call center versions of the system. Google is hoping it's Duplex technology will be far more natural and lifelike that its competition. 'At least one potential customer, a large insurance company, is looking at ways it can use the technology, according to the person with knowledge of the project, including for call centers where the voice assistant could handle simple and repetitive customer calls while humans step in when the conversations get more complicated,' The Information said.