Will Google Duplex Destroy Call Centers?

call centers

Call centers, are they at risk?

You might think that the demand for real-time human-assisted help is primarily a result of insufficient self-service tools. That’s where you’re wrong, my friend. Incorporating a new form of self-service can be exciting, but it usually doesn’t shift the balance between self-service and human-assisted service.

Below we discuss Google Duplex — the automated, AI system that can schedule appointments or make reservations. Let’s look at some factors that may drive some to think these AI technologies may overtake businesses like call centers.

Factors for large companies

While, like we said, the balance very rarely shifts between human- and self-service shifts when a new service tool is introduced to the industry—that doesn’t mean it isn’t affected by certain factors. For large companies, especially, “There are many factors, but the biggest barrier is the automation gap: Companies have not done the internal work to make their interactions ready for self-service. That said, it is worthwhile exploring new self-serve options and optimizing the ones we have, but we should be realistic about what the “ceiling” is for self-service,” according to Folono.com.

Factors for small companies

As informative is that is, we understand that it doesn’t give any clues as to the overarching reason behind the automation gap. So, what is it really? Well, for smaller companies, it’s the cost. According to Fonolo, “…it’s because investing in those processes is too costly. Think for example, of the hair salon on the other side of Duplex’s demo” where a long story short, a Duplex bot called a hair salon appointment line.

What we know and what’s next

Again, this doesn’t really give any insight into the automation gap and if call centers are at risk of becoming obsolete. The truth is, there’s really no definitive way of knowing this. New technologies are going to emerge. However, the need for human interaction will never go out of style. Luckily, the opportunity to assimilate the two is always there. Your call center has a chance to step up its game and help give your hotline new life.

How we’re different

At this point, you can probably tell that we at Web Leads are not just in the business of selling call center leads, we’re extremely involved in our clients’ businesses. We want to help your business reach its fullest potential by providing a reputable and honest service that will positively affect your sales, and keep you in the know on what is happening in your industry.


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