According to The Information, the first major companies have started testing Google Assistant Duplex and are working to integrate it into their apps so it can answer customer service type questions. These groups see this as an opportunity. reduce call center costsor destroy them finally. So, in a few years, it’s likely that talking to a person will become complicated if there is a problem with a product or service.
Is Google Duplex a new customer service tool?
We are still in the early stages of this great change. Google noted that it is currently not actively collaborating with companies for this purpose, but they could very well explore such a possibility on their part. “It is important to get feedback from companies as well as users”He reacted to a Google spokesperson who was questioned by The Information about it.
The cloud-based call center industry has been doing very well lately, with revenue reaching $6.8 billion in 2017 and showing no signs of slowing down. So it’s out of Google Duplex, but it won’t be for now. In addition, analysts $20.9 billion in 2022.
The fact that we have to contact smart assistants in a customer service situation is not so surprising after all, and is a logical continuation of what has been worked on for years. More and more questions are being asked Google Assistant, Alexa or Siri in other contexts and these should take full control of our homes through the development of home automation in the future. A sci-fi scenario that is slowly coming to fruition.
We also learned at the end of June 2018 that Google Duplex may call us to make a reservation at the restaurant, which we expect later this year from the summer months. This type of service is poised to become popular, and it could become a part of our daily lives faster than you think. Initially, Google Assistant for Duplex warns that there are no people during calls, a warning that gradually fades as you get used to it. We can even imagine scenarios with fully automated systems where a user initiates a call via Google Duplex and that call is taken over by the Google Assistant integrated into a service. We are clearly moving towards such solutions, we will see when they become effective.
