Google developing AI to take on some customer service responsibilities

Published on: 25 Jul, 2018

Google (NASDAQ: GOOGL) announced at its Cloud Next conference on Tuesday that it is developing an AI software called Contact Center AI to replace some of the work done in call centers. The new AI will share some of the same technology as Google Duplex, Google’s AI service revealed earlier in the year that helps call and make reservations for people by imitating a human voice.

Google is working with over a dozen companies, such as Cisco, KPMG, and Genesys in order to install “Virtual Agents” that will be the first encounter for customers when they dial to a call center. The AI will automatically forward the call to a human representative if the AI cannot handle the question or task, said Google Cloud Chief Scientist Fei-Fei Li in a blog post.

“When we studied the challenges faced by real contact centers every day, we found that customers often have simple transactional or informational requests. For contact center employees, this can mean repetitive work, increased pressure on caller turnover, and less time to solve complex problems,” he said.

The Company is working with its partners to establish the responsible use of Cloud AI, including practices such as telling customers when they are talking to an AI and preventing unconscious bias in the software.

“We want to make sure we’re using technology in ways employees and users will find fair, empowering, and worthy of their trust,” said Li in the blog post.


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Nelson Cheng



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