Google Duplex to Get its First Public Trial
Google’s robotic calling service, which can have real conversations with real people to make appointments and reservations is getting its first small-scale public trial and will be calling businesses in the coming weeks. Google have not specified how many businesses would be contacted. Google Duplex was premiered at the Google Developers’ conference in May and quickly became one of the most talked about demos of 2018. At the event, Duplex booked a table at a restaurant. It called up, spoke to a human member of staff and confirmed the details and the person on the other end of the phone did not know they weren’t talking to a human.
Even though the voice was synthesised, it was very convincing. The Google AI even added “uh-huh” and “hmm” to the flow of the conversation. Because it was so realistic, and the recipient wasn’t even aware that they were talking to a robot, this has caused debates about the rights and wrongs of this kind of use of Artificial Intelligence.
The Human Element
Changes have been made to address this. Duplex will identify itself as an automated system and tells you that it is recording the call – this prevents the system failing to comply with California’s two-party consent law for monitoring phone calls. At that point, the recipient can choose to say, “I don’t want to be recorded” and the system will hang up. A human operator from one of Google’s locations then calls back and makes the booking on the user’s behalf and opts
the business out of receiving calls from Google Duplex in the future. An operator will also step in if the AI gets confused, which is around one in five calls so the AI will need to get better before it can be rolled out the rest of the US and beyond.
What this Means for Business
There are implications for businesses as this continues to roll out and the AI uses information on its database when making the calls to businesses. Information that is fed from businesses is their most important online citation: their Google My Business listing, so itâ€™s important to make sure that your NAP (name, address & phone number) is up to date. Contact your Small Business Website Leeds now!
At the moment, Googleâ€™s data is not complete, and Google Maps will display a message that it may not have the correct information. Any information that the system receives from the human will be immediately placed into Googleâ€™s database, which is then viewable to everyone. A lot of companies do seem eager to get onboard. According to a survey they conducted in April - 60% of small businesses reliant on customer bookings donâ€™t have an online booking system set up, so Google Duplex provides an excellent alternative.
Check out more at: https://www.airwebsites.co.uk/