QUOTE OF THE DAY:
“Our technology, our machines, is part of our humanity. We created them to extend ourselves, and that is what is unique about human beings.” ~ Ray Kurzweil
GOOGLE DUPLEX IS AIMING TO TAKE OVER CALL CENTERS WITH AI
Google Duplex AI is now working towards replacing human workers at call centers.
WHAT IS GOING ON?
Google announced Duplex AI, a personal assistant with human speech patterns, with an ability to call restaurants or department stores in place of its users. The IT giant’s aim is to work towards making people’s life easier. Although, according to various reports, Google is working towards replacing the people on the other side of the phone. Also, the reports mention the plans that Google is currently talking to a large insurance company to incorporate conversational AI in dealing with customer service calls.
WHAT GOOGLE HAS TO SAY?
However, Google denies and defies these reports. The company said in a statement, “it is currently focused on consumer use cases” for Duplex:
“We aren’t testing Duplex with any enterprise clients. Duplex is designed to operate in very specific use cases, and currently, we’re focused on testing with restaurant reservations, hair salon booking, and holiday hours with a limited set of trusted testers. It’s important that we get the experience right, and we’re taking a slow and measured approach as we incorporate learnings and feedback from our tests.”
When Google Duplex AI was announced, it faced criticism as the AI system was able to imitate as a human caller. The company responded to the allegations and said, they would make sure the AI is “appropriately identified” while on calls.
Well, if this is true, then Google is not the first company to do so. Amazon has also been planning to use Alexa into call centers. It is predicted that cloud-based call centers are expected to grow into a $US21 billion by the year 2022. If this happens, the outsourced customer service reps in India and Philippines could get in trouble. For now, Google says its aim is to make restaurant reservations and more just to provide comfort to users. However, it is not impossible if tries to take over the entire sector.
Of course, if Duplex also ends up answering calls on behalf of its users, then the AI system may end up only talking to itself.
FACEBOOK TAKES HELP OF AI TO IDENTIFY BAD CONTENT
Facebook with the help of AI, Machine learning and computer vision to take off the bad content, before anyone reports it.
FACEBOOK’S EFFORT TO FIGHT OFF BAD CONTENT
Facebook provides all the amenities for the people working in its office. It strives to provide a healthy environment for its employees and so it seems. It is also hoped that people accessing or using Facebook should also feel the security and safety. It has been nearly three years, that Facebook is facing downsides and people using Facebook has been disappointed due to the data leaks and more.
In the same way, Facebook has also become the home to bad and offensive content which is destroying its place in the market. Facebook has various technologies but it lacks one that flags inappropriate content without being informed. Using AI seems to help the situation to an extent.
WHAT FACEBOOK HAS TO SAY?
Mark Rabkin, Facebook’s VP of ads and business platforms said, “Our North Star right now as a company is a pivot to deeper meaning. We want everything on the platform to be more meaningful.”
Rabkin is one of the best AI enthusiasts who think that the machines can work as a source to remove hate speech and criminal elements, “which is most needed now. Further, Rabkin said, “I want to have a really deep connection to communities around me. I want that connection but I don’t want strangers polluting my stuff.”
WHAT IS FACEBOOK’S PLAN?
According to Facebook, AI will be added as a helping hand to control the content and this could help to add value to its business. Facebook is used by 185 million people in Canada and the US. Given the advancement, it is more than obvious to take help of AI to resolve the pertaining issues. Facebook is working on using AI and spending a lot of money to do so. It is suggested that the company’s R&D budget announced was $ 1.3 billion, however, it is not clear how much of will be of AI. Mark Zuckerberg thinks AI as an important component to control content properly.
WHAT WILL BE THE USE?
The AI will report if fake news or any other fraudulent activity takes place, even before any of the users points out. The main aim is to identify hate speech, fake accounts without being pointed out. Facebook will use it to fight off offensive content spreading and trending on the platform. Especially Facebook doesn’t want the 2016 data scandal to be repeated. Facebook has taken several initiatives regarding the same. In May, Facebook also announced new election ad rules under which political and advocacy advertisers had to register with real identities and AI keeps a check on that. Facebook also showed its first community standards enforcement report which displayed how efficiently AI can point out hate speech and other bad and offensive content. Further, Rabkin also said that AI is efficient enough to recognize terrorist related content with 99% accuracy, however, in terms of hate speech, it has a lot more to go as it is hard to differentiate between someone spreading hatred or someone portraying hate incident. Earlier the accuracy rate was 10% but now it has raised to 38%.
AI is getting smarter and with time, the accuracy rate will increase. Facebook is trying its best to cope with the downfall and the mistrust spread among the users but these things will take time.
We hope just like Facebook employees, users of Facebook will feel secure and content in the future.