According to reports Google’s new natural voice assistance “Duplex” is almost ready. Moreover, a story for the Information has claimed. That many big companies are available for early testing. Basically, Google Duplex will replace many call centers to currently in use for call assistance of customers.

 

How big is the market?

According to reports last year. The cloud-based customer call-center industry is increasingly growing. One that raked in $6.8 billion last year with no signs of slowing down. The future predictions of the Industry are said to reach $20.9 billion by 2022. Companies that are already in this industry include Amazon, IBM, Microsoft, Cisco, Avaya, and Genesys. They all currently provide some kind of cloud- center solution.

Officials Statements

According to The Information, a company spokesperson said. That Google isn’t testing the use of Duplex in cloud-center. However, “business could be exploring ways to use the technology on their own.”

He said,
It’s essential that we get the experience right both for the people and for businesses and we’re taking a slow and measured approach as we incorporate learnings and feedback from our tests – Google spokesperson.

What would be the effect if this is successful?

If this becomes a success, this could put many call centers workers out of a job. Moreover, could happen very fast once it is proven. However, there is still a question if, Google Duplex would be able to understand when a customer is calling with a lousy attitude and respond with an appropriate amount of sass.

Google Duplex is like Google Assistant who has a human-like voice. Moreover, is used to talk to people with a very natural voice. It poses itself as a human. Furthermore, the demonstration that was given was Google showed how good it actually is.

Now, this news has freaked out many people. As it could potentially replace many call centers workers. Google later stated that a call from Google Duplex would identify itself as such before starting the conversation.

 

 

Now, everyone is looking what comes out of this. Moreover, to what extent it will replace the people working in such places. If the number is too high, then many people could lose their job soon.