The demonstration of Google Duplex at the last Google I / O conference was shocking in several ways. The AI assistant who can call companies for example to make an appointment for you or to make a reservation was so convincing that everyone at first was wildly enthusiastic, but almost immediately after that began to worry about what this means.
“Hi, I’m the Google Assistant”
The intention is that Duplex will only ask in the beginning when a case is open and what the opening hours are on holidays like Fourth of July. According to Google, users can later in the summer try to book a table at a restaurant or make an appointment at the hairdresser.
In live demos that Google held this week, it became clear how the AI makes itself known: “Hi, I’m the Google Assistant, calling for a reservation for a client. . “ That is clear language, which is so nice. The way Google does this will set a precedent for how other companies deal with AI and so it is very important that everything is right, the company also realizes.
We think it’s important to set the standard in ways that technology can be used for the better. Making it clear that an AI belt is also part of that, so we make it a point for others to follow.
Slowly but surely
Google also goes Duplex roll out significantly slower than their other technologies, simply because more is at stake. It is also very difficult to estimate how companies (or rather the people on the phone at those companies) react to automated calls from a digital assistant. That explains the limited and cautious roll-out immediately.
The live demonstrations during the promotion tour this week have shown that the demos have not been put in scene during I / O. Both companies and journalists were allowed to have a telephone conversation with the AI and even if attempts were made to make it as difficult as possible, the outcome was always that a reservation was made, or that the people were transferred to a person in Google’s call center. In most cases, however, this will not be necessary: Google said that four of the five talks by the AI could be successfully completed in the tests so far. Duplex can do it. Now see if the people on the other side of the line also pick it up.