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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.

4 of 129 comments (clear)

  1. becase tech support by Presto+Vivace · · Score: 5, Insightful

    was not bad enough

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 Of 100 +/- workers on tier 1 when I started, every single one had quit and been replaced by the time I left.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

    2. Re:becase tech support by pr0t0 · · Score: 5, Insightful

      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)

      --
      I'm sorry, but your opinion seems to be wrong.
  2. Re:So much for not trkin our jrbs by xxxJonBoyxxx · · Score: 4, Informative

    >> 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,”)