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Trouble for call center employees? Google to replace work with AI-powered virtual agents

In what could spell trouble for call centre employees, it has been reported that internet giant Google is mulling over replacing humans with Artificial Intelligence(AI) powered virtual agents.

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Trouble for call center employees? Google to replace work with AI-powered virtual agents
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In what could spell trouble for call centre employees, it has been reported that internet giant Google is mulling over replacing humans with Artificial Intelligence(AI) powered virtual agents. According to an IANS report, Google has announced it is working with several partners like Cisco and Genesys to build Artificial Intelligence (AI) technology that will replace some of the work in call centres.

Google is calling the software 'Contact Center AI'. It will install virtual agents that will answer any queries primarily when a customer will try to conncet with a call centre

“When the customer asks something that the AI cannot do, it will automatically forward the call to a human,” said Fei-Fei Li, Chief Scientist at Google, during the Cloud Next conference late on Tuesday.

“Our true goal is to empower a contact centre’s human agents, as well as the customers that rely on them. To do this, we built a complete solution with our partners that includes Dialogflow Enterprise Edition, as well as additional capabilities that are particularly useful for contact centres,” Li added.

AI is the hottest new trend in the industry and after Google soaked its hands early with Duplex, Microsoft is unlikely to be far behind. Microsoft's chatbot called XiaoIce, which was first announced in April, was recently demoed in a video that showcased its capabilities of talking like a real person over a phone call. The idea behind AI that talks is to aid in certain circumstances where a conversation between a real human and a machine is seamless. So far, the use cases demoed by Google include calling up the local salon to fix an appointment or booking a table at a restaurant.

Meanwhile, Google Assistant will now reportedly alert users who are interacting with Duplex AI technology that their calls are being recorded. This will be applicable in certain jurisdictions where the states require consent from both parties for phone calls to be recorded.

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