By Glenn Marvin on 11/05/18 09:24
One of the biggest announcements at Google i/O this week was the upcoming enhancements to the Google Assistant including Google Duplex.
The idea is that Google Assistant will be able to make appointments for people over the phone for things like reserving seats at a restaurant, or if you just want to set a date to get a haircut. In the two demos shown on stage, the AI-driven voice from Google Assistant talked with a real person over the phone, and the AI voice sounded just like a human, complete with put in words like “um” in the conversation.
This may seem a little creepy and it could be awesome for helping you get things done but I see a bigger opportunity for flipping the scenario around and utilising Duplex for businesses.
After watching the video above now imagine if you were the caller and it was the Google Assistant that took your booking?
How much more time would that free up for business owners in those industries alone?
Now imagine applying that Duplex Technology to customer service roles and call centres to trouble shoot issues etc.
The Google Assistant could have access able be able to retain vast amounts of data and information that could help resolve issues incredibly quickly rather than getting transferred from department to department or needing to be "escalated" to a technical expert or manager.
I see an amazing opportunity for the likes of Danny Tomsett and the team from FaceMe where they could piggy back on the Duplex technology quickly and integrate their amazing Digital Employee interface reducing their Dev costs and rapidly expanding capability and market opportunities. Note: if you haven't heard of FaceMe you really should check them out and the incredible work they are doing in this space (Another case of Sci Fi movie tech becoming a reality).
Like many things that are "to be released soon" by Google it may yet be a long way off BUT it is clear that it will happen and it is exciting to see where it will lead to.