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Passing an insurance company to open Duplex AI customer service: Google rumors that it will not take over the human call center

via:cnBeta.COM     time:2018/7/7 9:01:35     readed:578

For example, when you can't answer a call at a hair salon, Duplex AI can help you negotiate without worrying about the job being put on hold.

However, there are reports that a company is trying to use Duplex AI for another business – talking to people on behalf of the business.

The Information reported thatAn undisclosed insurance company is investigating how to use this technology in call centers to handle customer service., but this has been denied by Google:

Currently, we focus on consumer use cases for Duplex technology, such as helping people complete a task, not a potential enterprise use case. We have not tested Duplex AI on any enterprise client.

Google also said: "Duplex is designed for very specific use case operations.Currently, it is specially designed for restaurants and hair salons, and is only tested during the holidays of limited trusted testers.".

The important thing is that we focus on the experience, so we are taking a slow and prudent approach, adding learning and feedback to the test.

The Information added,Due to ethical considerations, the insurance company has slowed down the work of the project.

Calling the customer service, but I don't know if the other person is a human or a machine. This obviously makes the customer feel uneasy. But Google guarantees that this is not the case.

[Compiled from:Cnet]

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