The Challenge of AI Voice Assistants in Customer Service

Posted: June 13, 2018

During May, Google’s I/O 2018 conference was held to show the latest in Google’s offerings to developers around the globe. While Google demonstrated a lot of different new tech at the conference, it was their keynote demonstration of its latest “Duplex” technology which has lit up the internet.

Duplex uses Google Assistant to call companies on a user’s behalf to perform simple, structured tasks, such as booking a haircut or scheduling a restaurant reservation. While voice synthesis isn’t exactly new, it was the humanlike inflections and natural conversational flow in these calls that many found to be jaw-dropping (or, alternately, terrifying).

If you haven’t yet seen Google’s demo, click through to watch it now, and prepare for your mind to be blown. (Skip to 43 seconds to get straight into the demo.)

Although this technology isn’t yet consumer-grade, Google says it will start to test Duplex within Google Assistant as early as this summer. How then should our customer service operations handle this upcoming customer-side automation in voice calls?

[Read more at CustomerThink]

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