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Google AI calls to controversy Pichayi again explains Duplex assistant

via:CnBeta     time:2018/7/2 10:31:44     readed:383

Duplex caused widespread discussion and controversy when it was launched, and Google was finally ready to provide a more in-depth interpretation of Duplex.

This comfortable New York restaurant is great for this type of event, because Google has opened a curtain based on artificial intelligence booking services, and the owner of the restaurant insists that such a service is for restaurants with more than 100 reservations per day. It is a godsend. For Google, it's clear that it's time to provide more "transparency" for the design goals and the way behind this AI system.

Chief Executive Sandal Pichai's brief presentation raised far more questions than he answered. Many ideas are emerging to discuss the technical and moral problems that this AI system can bring. The Duplex AI system allows for realistic personification, allowing businesses to believe that they are talking to a person.

"Duplex" represents a rare early projection, and the company that dominates this ongoing project is notorious for what seems to be careful planning what to do but hiding its intent. However, information disclosure is the key. Just like autonomous cars, rigorous real-world testing is required to eliminate all problems in the system.

Google wrote in a blog post today: “Although we have not yet widely released this feature, we are sharing more information on this technology to provide transparency and encourage feedback. The important thing is that we have to Employees and businesses provide the right experience, and we are taking a slow and measured approach because we have added learning and feedback in our tests.”

The nature of Google's process is likely to occur in some way, so the announcement at the I/O conference has a dual purpose, one is to let yourself stand in front of this narrative, and the other is to be on the company's biggest stage. Present an ambitious project. Pichai said in a keynote speech: "What you will hear is a Google assistant who calls a real hair salon to make an appointment."

"Hey, I called to make an appointment for a ladies haircut project.

Hmmm... I hope to settle on May 3. ”

- Google Assistant

"Of course, give me a second."


"Eh, uh."

- Google Assistant

Here, the audience laughed and it was hard to believe at first. Followed by applause. It is hard to believe that what we have heard is a purely automated version of Google artificial intelligence assistant. The tone of "mm-hm" is icing on the cake - a subtle voice that reveals that the conversation is still going on and that there is a delay that makes the conversation more natural.

The so-called "speech disfluencies" in linguistics are normal and common parts of language, and they are also a key part of the secret weapon that makes Duplex an extraordinary product. In addition, they are a courteous alternative to the system.

For example, if Duplex faces an uncertain response after booking a room for 5 people, then it will reiterate with a slight change: "Hm, 5." This can solve the potential confusion of the wiring staff, and it will also Subtle language tags are included to provide further realism to the conversation.

These elements are a very real part of Duplex's work. As for the two demos that are played on the big screen, in fact, they are real. More interestingly, the company said that after the phone was sent, it notified the company that it seemed to provide additional authenticity to the process.


Currently, “Duplex” is still an ongoing project. In addition, the fact that the system has not provided early disclosure of information may violate the laws of Connecticut, Florida, Illinois, Maryland, Massachusetts, Montana, New Hampshire, Pennsylvania, and Washington. The “two-party consent” requirement for recording calls and calls is located at Google’s California headquarters.

Gabe Rottman, Program Director of Technology and Press Freedom of the Press Free Press Council Committee, said: “Here, the problems from the beginning to the present day are not just Duplex's problems, but also the broader legal implications of machine voice.” If the service Expand to the consent status of all parties, or on a global scale, you can see the problem arises, for example, if you do not know if the caller is a machine, agree to be effective. Puzzles such as this will multiply the number of times we enter the horror valley, where automatic speech can be transmitted as human voice. ”

Looking into the future , the system will be limited to the state where the laws make it feasible . It is also applicable to interstate telephones , as long as both sides can be covered . " We want to ensure that it operates in a way that is governed by the law . " Although the disclosed information has not yet emerged , the company has expressed its intention to add those information in the beginning . However , it is not because of legal consequences , but rather a common robot / human manners .


Google wrote in a blog post: "The purpose of Google's Duplex technology is to make the dialogue sound natural and to make the dialogue experience comfortable." "For us, users and businesses have good services for this service. The experience is important, and 'transparency' is a key part of it. We want to clearly understand the intent of the call so that the business can understand the context. We will test the right approach in the coming months."

Under the scrutiny of the media, what kind of "transparency" will eventually be, a Google company spokesperson later added, "We understand and value the discussion around Google Duplex - as we said from the very beginning As such, the transparency of technology is very important.” We are designing this function and we have built-in information disclosure capabilities. We will ensure that the system is correctly identified. What we showed at the I/O conference was an early technical demonstration. We are looking forward toDevelopmentAdd feedback to the product's process. ”

From the current form, this is very meaningful:

“Hey, I am a Google assistant, call to make an appointment for the customer.” This automatic call will be recorded.

"Duplex" did not disclose the fact that it is artificial intelligence - but if you have a certain understanding of Google Assistant, you can put this part together. However, it does let you know that the phone is being recorded. Google records these conversations for text processing and quality assurance purposes, so Google can continue to modify and improve the system.

On my test call, I tried to make Google Assistant repeat this paragraph - it's easy to hear the opening statement, especially when you put your phone in a crowded restaurant. However, artificial intelligence continues to be used only when it is scheduled. If you missed the information disclosure, you are not so lucky - at least for now. At present, the only way to choose not to be recorded is to hang up - this is clearly not the best way to get repeat customers.


Google Assistant Vice President Scott Huffman explained: "We do have a mechanism. It will say 'OK, I won't record your voice'. I think we're still figuring out what's right here. Exit is correct Did you basically remove the recording?” Just as everyone else did on that day, I tried my best to turn off the system. The assistant requests reservation at 6 pm. I told it that we would not open the door until 11 o'clock—this is Manhattan. The assistant politely ended the phone - or, as Google said, "quit."

Here “trying to get it but never get it” is trying to use Turing test to find the deception from Duplex. If you succeed, a Google human operator will take appropriate control. These human operators are an important part of Duplex testing. Google said that they plan to keep it in some form in the future to ensure that things never get out of control. How large the group will eventually have to be observed.

In our short chat, no one in our group successfully called a real person, although we have some important insights into the limitations of the system. For example, when it is required to "repeat the last four digits", it will completely repeat the telephone number. This is not a flaw, but it does show a simple place where the system is pushed to its limits in understanding the subtle nuances of human dialogue.

On the other hand, when asked about the user's e-mail address, the system simply states that it does not obtain the "client"'s permission to disclose this information in order to maintain the entire "assistant" relationship. Google said that in the test, the system will also encounter another machine due to the use of a telephone tree (interactive voice response system). Listen carefully because our menu options have changed and are not yet calculated.

At present, Google said that Duplex can complete five fully automated tasks. Eighty percent is quite good, but Google is working hard to make things better. "We want to make sure we don't waste the company's time," said Fox. “We want to make sure that everything we do here is a great experience for the business, and they don’t feel frustrated when they try to run their own business and talk to the assistant.”

As announced at the /O conference, more tests will begin this summer. In the "next few weeks", the next round will be for assistants to inquire about business hours. In the coming months, it will extend to reservations for restaurant reservations and hair salons. Unlike the presentation at the I/O Conference, there will be "a limited set of trusted testers and selected companies" who will participate.

So far, companies seem to be eager to join. As Google’s customer survey conducted in April this year shows, “60% of small businesses that rely on customer bookings do not have an online reservation system.”

For those who do not want to answer the phone, Duplex offers a convincing alternative. For these companies, this means adding more potential customers. On the other hand, those who refuse to join for various reasons will be able to opt out of their Google Business List (assuming they have one). If you use it, customers can book with Google Assistant. Also, confirm your details with an occasional call to quickly update your list.

Google’s person in charge said that since Duplex began to become a makeshift presentation program (inMacBookThis system has come a long way since it was carefully placed on an office phone. Duplex operates from a complex combination of speech to text, text to speech, and Google's own WaveNet audio processing deep neural network. The early demos didn't exist as some people speculated, but in reality they were real – and things only became more impressive.

Whether you like it or not, Duplex is coming soon. The only way to stop it is to hang up.

(Selected from: techcrunch Author: Brian Heater compilation: NEW YORK intelligent participation: nariiy)

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