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Google Duplex’s Other Half Revealed as an AI Phone Operator

Google, in May 2018, had announced Duplex, a service for customers to automatically dial and book restaurant appointments. Sometime, this year the feature was rolled out to consumers in 43 U.S. States. Now, Google has conveyed at this year’s I/O, the other half of Duplex. The company is calling it CallJoy, which is a Cloud-based, AI-powered customer service agent that can receive inbound calls for SMBs so that the industry can handle customer service with ease.

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When customers dial, CallJoy is capable of providing basic business details such as opening hours, etc. However, when inquiring customers ask specific questions like delivery options or booking a reservation, CallJoy sends them a text with the relevant URL after taking consent from customers. If customers want to speak to a human operator, the call will go to the business’ phone. CallJoy also blocks out all unwanted or spam calls.

Moreso, irrespective of the call handler, human operator or CallJoy, the system is able to record & transcribe all calls for quality purposes. Business owners have access to a CallJoy dashboard, where they can analyze the calling data for the entire day. The dashboard provides transcripts, segregation of calls by query types and new versus returning callers.

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Some other important features of CallJoy are –

  • Google won’t port phone numbers to CallJoy
  • Customers will have to update their contact information to include the number
  • CallJoy will only be linked to one location and one phone number
  • Google is charging $39/month per line

The system can serve as a boon for the SMB sector by drastically reducing the number of calls that are being handled manually, currently. There are about 400 million calls made to SMBs daily. CallJoy shows a great deal of potential to help businesses focus on other avenues such as in-store customer assistance.

But consider this – an automated call made from Google is being handled by a customer service virtual agent developed by Google.  Hard to believe!

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