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July 5, 2018 07:00 pm
Original Link: http://rss.slashdot.org/~r/Slashdot/slashdot/~3/htxtY7gRaVI/googles-controversial-voice-assistant-could-talk-its-way-into-call-centers
Google's Controversial Voice Assistant Could Talk Its Way Into Call Centers
More details have emerged about where Google intends -- or at least intended until a few weeks ago -- to take its controversial AI Duplex, which it first demonstrated to the public at its developer conference in May. The AI system is capable of making calls to local businesses to place reservations on behalf of Google Assistant users. And it does so in a voice that most people can't distinguish from that of a normal human being. This resulted in a public outcry at the implication of people in the future not knowing whether they were talking to humans or machines, which led Google to adapt the bot's introduction so it clearly explains it's not a human. The Information reports: Some big companies are in the very early stages of testing Google's technology for use in other applications, such as call centers, where it might be able to replace some of the work currently done by humans [Editor's note: the link may be paywalled; alternative source], according to a person familiar with the plans. The market for cloud-based customer call center market is expected to hit more than $20.9 billion by 2022, up from around $6.8 billion last year, according to research firm MarketsandMarkets. [...] 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. But the ethical concerns that overshadowed the original presentation have slowed work on the project, this person said.Read more of this story at Slashdot.
Original Link: http://rss.slashdot.org/~r/Slashdot/slashdot/~3/htxtY7gRaVI/googles-controversial-voice-assistant-could-talk-its-way-into-call-centers
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