When Google launched Duplex with a demo at I/O last year, the audience was left wondering how much of the call was staged. The AI-based reservation booking service seemed almost too impressive to be a machine. Now that it’s been used for real-world reservations, Google has revealed that it frequently isn’t.
The company recently told The New York Times that Duplex calls are often still made by human operators at call centers. Roughly a quarter of calls start with a live human voice. Of the calls that start with machines, 15% require a human to intervene.
Google told us during a demo last year that humans would be monitoring the system, ready to take over if something went haywire. That’s to be expected, of course.