Google is Reportedly Looking to Take Over Call Centers With Its Duplex AI Assistant

When Google introduced Google Duplex, its AI assistant designed to speak like a human, the company showed off how the average person could use the tech to save time making reservations and whatnot. What wasn't touched on was the possibility that Duplex may have a use on the other side of the line, taking over for call center employees and telemarketers. A report from The Information suggests Google may be making a play to find other applications for its human-sounding assistant and has already started experimenting with ways to use Duplex to do with away roles currently filled by humans--a move that could have ramifications for millions of people. Citing a person familiar with Google's plans, The Information reported the company is already in conversation with at least one potential customer that would like to integrate Duplex into its operations. That firm, an unnamed large insurance company, is reportedly interested in using the voice assistant to handle simple, straightforward customer service calls.