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

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.

Comments

becase tech support

[Presto Vivace]

was not bad enough

Re:becase tech support

[Anonymous Coward]

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 Of 100 +/- workers on tier 1 when I started, every single one had quit and been replaced by the time I left.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.

Re:becase tech support

[pr0t0]

Could hardly be worse than:

Thank you for calling Conseco. Please listen carefully as our menu options have changed.

If you are calling regarding an existing case, please say, "I have an existing ticket."

I have an existing ticket

I'm sorry, I didn't quite hear that.

If you are calling regarding an existing case, please say, "I have an existing ticket."

I...have...an...existing...ticket.

If you do not have an existing ticket, please say, "New issue."

I HAVE AN EXISTING TICKET!

I'm sorry, I didn't quite hear that.

Let me connect you to an operator for additional help.

(connection sounds)

(different voice)We're sorry, our office is now closed. Please call back between the hours of 8am and 6pm Pacific Time.

(it's 5:50pm PST)

Probably better then level 1 support.

[jellomizer]

Being that level 1 support is mostly treated like a robot anyways. A script that they need to follow rather strictly. This script cannot become too advanced because it will be hard for the Level 1 support to follow. An AI can probably do this job a bit better, just because it can follow complex rules much more easily.

That said, most companies have a Phone Tree system already for Level 1 support. and Google will be replacing an automated system with a better one.

So much for not trkin our jrbs

[ourlovecanlastforeve]

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."

Re:So much for not trkin our jrbs

[xxxJonBoyxxx]

>> 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."

I thought you were kidding, but then I found this:

Last Updated : Jul 09, 2018 05:43 PM IST | Source: Moneycontrol.com
Google clarifies that Duplex AI will not replace human call centers
Google has denied reports that Duplex AI could be used by call centers to handle customer services and has assured that it will not replace humans and their jobs.
(https://www.moneycontrol.com/news/technology/google-clarifies-that-duplex-ai-will-not-replace-human-call-centers-2688571.html)

However, if you read the actual article, you'll see that Google did not really go on the record with such as denial. In fact, they seemed to be inferring that replacing human call centers, especially those dealing with the public, was exactly what they wanted to do. (a Google spokesperson said, "We are currently focused on consumer use cases...rather than applying it to potential enterprise use cases,”)

Genuine People Personalities

[SlashGodet]

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.

You're missing the point

[rsilvergun]

they're going to lose their livelihoods. Most of them will die in a gutter (seriously, 45,000 people in America die every year from preventable diseases). But the desperation will force some of them to improve enough to compete at higher tiered jobs, like the ones you occupy.

It doesn't matter if they have skills or not. They'll work 80+ hours a week to try and hang on. Their burn out. Die of heart attacks. But in the meantime wages will plummet.