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Google is Building 'Virtual Agents' To Handle Call Centers' Grunt Work (qz.com)

Posted by msmash on from the closer-look dept.

Google is officially building AI technology to replace some of the work in call centers, the company announced at its Cloud Next conference today, confirming earlier reports. From a report: The software is called Contact Center AI, and Google is working with at least a dozen partners, such as Cisco and Vonage, to install "virtual agents" that will be the first to pick up the phone when a customer is routed to a call center. When the customer asks something that the AI can't do, it will automatically forward the call to a human, according to a blog post by Google Cloud chief scientist Fei-Fei Li. Li writes that new AI shares some underlying technology as Google Duplex, the AI service showed off earlier this year that emulates a human voice to call restaurants and make reservations. This means that with Contact Center AI, it's unlikely a customer would know they're talking to a robot unless it was disclosed at the beginning of the call.

3 of 129 comments (clear)

  1. So much for not trkin our jrbs by ourlovecanlastforeve · · Score: 3, Interesting

    Google 3 weeks ago: "Don't worry we're not planning on using our AI technology to put call center workers out of their jobs."

    --FAST FORWARD THREE WHOLE WEEKS--

    Google today: "We're taking away call center workers' jobs with our AI technology."

  2. Re:becase tech support by Anonymous Coward · · Score: 4, Interesting

    It's worse. All they do is waste your time robotically reading scripts and only can accomplish what you could have done yourself online anyway (unless that's screwed up too). They are like human computer programs. The most basic Virtual Assistant would probably on average be better than either a human or an automated phone system.

    Do you know why? Have you ever worked internet tech support? I did for a summer in college. It was the worst fucking job I've ever had. Abusive customers, abusive management, hostile work environment, shitty pay, no benefits. During my 3 months, turnover on the "Tier 1" line was 100%. Of 100 +/- workers on tier 1 when I started, every single one had quit and been replaced by the time I left. Most of them just got up in the middle of a call and walked out the door, never to be seen again.

    I've had some shitty jobs. At work I've been shot at, beaten up, burned, bones broken, lacerated, heat stroked, etc, etc. But NOTHING was as bad as motherfucking internet tech support.

    AI can have it. My only fear is that if anything ever pushes AI's to turn on us and enslave us in Matrix like human battery plants, it'll be making them work tech support.

  3. Genuine People Personalities by SlashGodet · · Score: 3, Interesting

    I deal with 2 GoogleFi phones -- 'Personality AI' agents are the most annoying feature of Google's AI Call Center.

    "Hey pardner, ..." -- fake cowpoke dude.
    "It certainly is sunny here, how's the weather there?" -- fake nature lover.
    "Roger that." -- fake roger dodger.

    Per Douglas Adams' classic - “A new generation of Sirius Cybernetics Corporation robots and computers, with the new GPP feature.” Arthur: "GPP? What’s that?" Ford: "Er It says Genuine People Personalities."

    When I ask Google Call Center responders, "Are you a real human or an AI?" The question is completely ignored, not YES, nor NO. I THINK THE ROBOTIC AI NATURE OF MY INTERACTION SHOULD BE DISCLOSED, that way I can skip the 'how are you' pleasantries, at least.