Here's how Google Duplex can replace call centres in future: Report

Google Duplex was introduced back in May at the Google I/O 2018. According to a recent report by The Information, Google Duplex Voice Assistant will be used in corporate applications including call centres to solve customer queries.

A recent report also suggests that the cloud-based customer call-centre industry is rapidly growing. The industry is forecasted to reach 20.9 billion USD with the help of 20,222 companies that are already a part of this industry. Some of the companies that offer cloud-based customer call-centre services include Amazon, IBM, Microsoft, Cisco and Genesys. As this report was flashed recently, Google Duplex could play a huge role in bringing these companies to the hights they have forecasted.

As per the report by The Information, a Google spokesperson told them that the company is not actively testing out the technology with businesses. However, the business could be exploring ways to use the technology on their own. "It’s important 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," the Google spokesperson to The Information.

If these reports come out to be a reality in the near future, it can kill a lot of jobs in such industries. The first target would be the people at call-centres. So, people in such industries should now start looking for other opportunities as Google Duplex will take their place in the near future.

For those who are not aware, Google Duplex is an extension to the Google Assistant and was announced back in May at the Google I/O 2018. The Duplex sounds just like a human and can perform some tasks for users like booking an appointment over the phone and much more.