Google Duplex – Have a Person on Your Side
Google Duplex
At Google IO, the tech-giants annual developer conference in Mountain View, CA, Google announced their new AI system, Duplex.
In a video that was seemingly immediately viral, Duplex can be heard acting as a personal assistant, making phone calls seamlessly in the background of a phone.
Duplex, after all, sounds exceptionally human, even adding “mhmm” when the receptionist asks for an additional moment.
But sounding exceptionally human is not being exceptionally human. Granted that this level of automation is fascinating, Sundar Pichai, CEO of Google, explains that Duplex can only function within closed parameters. On these small, close-ended conversations that have a finite number of potential pieces of information to exchange, Duplex will be successful. However, there aren’t many instances beyond hair appointments where this technology is applicable.
While the demonstration at IO focused on consumer impact, the commercial impact is obvious; low cost outbound calls with repeatable quality without ever having to worry about employee turnover, sick days, or tedious hiring processes. But for the business owners looking at the cost-saving potential of having dozens of Duplex systems make your cold sales calls, I would hold off sending your staff home.
It boils down to this; Artificial intelligence will never beat emotional intelligence. Until the day comes that there is mobile processing power the likes of Westworld, you’re going to be better off with a person on your side. Discernment and intuition can’t be automated well enough to create high-quality relationships in any branch of your business, let alone customer-facing. And on an ethical level, should it?
For the tasks that can’t be automated or require a personal touch, consider a Dinamis partnership.
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