Google Duplex will change the call center industry, but could also increase the number of phone scams

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Google presented an impressive technology called Duplex at the annual I / O conference. It is an AI altogether that can speak naturally, making it almost impossible to distinguish its voice, intonation and expression from those of a man. While technology can be used to make reservations without losing time on the phone, it is already taken into account for use in the technical support or customer support industry as well as by those who handle call scams phone.

Duplex technology is already being considered for integration by a "big insurance company" according to The Information, as well as by various companies in the world that offer call center services. Practically, Duplex can be used instead of human employees to take calls and help customers solve minor issues. Since Duplex does not have a pre-set program and does not take breaks, it could be an effective solution for 24/24 support.

Thus, human employees would remain "back-up" for the more complex issues Duplex can not answer. This could also mean losing many jobs in this industry, something that could affect millions of people globally.

At the same time, there is a danger that technology may end up in the hands of scammers who use phone calls to convince people to give them money for fictitious services or products. According to Market Watch, 1 out of 10 Americans lose money on these calls, with an average of $ 430 lost per "successful" call. Annually, these scams are estimated at $ 9.5 billion. Having an automatic system that tries to trick people around the clock, these criminals may increase their success rate.

It remains to be seen how Google will do in the future. Duplex technology will most likely be available under license, so it will not be free for anyone, but it will be hard to see how it is used by each individual customer.

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