Could Google Duplex really replace the human touch in customer service? It sounds alarming, but this cutting-edge technology may be the blueprint for the future of customer interactions. Currently, Duplex handles simple tasks like booking appointments and making restaurant reservations, but it has the potential to automate updates to your Google Business Profile (GBP). In this post, we'll dive into how Google Duplex could reshape customer service and what that means for local businesses.
To understand the future of customer service, let’s take a quick trip back to 1951. Alan Turing, the father of modern computing, introduced the Turing Test—a measure to assess whether a computer can exhibit human-like intelligence. For years, voice AI struggled to meet this benchmark, but everything changed in 2018 when Google launched Duplex.
Now, Duplex is making waves across over 43 states in the U.S., primarily by streamlining the reservation process. You simply ask your Google Assistant (via your smartphone or Google Home) to book a table or an appointment, and Duplex takes it from there. It doesn’t just place a call; it has a remarkably human-sounding conversation with the restaurant staff, using natural fillers like “ums” and voice inflections to create a genuine dialogue.
The beauty of Google Duplex lies in its adaptability. If you run a local business, you don’t have to retrain your staff to interact with this AI. Duplex learns from each interaction, refining its approach to fit the context of the conversation. It uses a recurrent neural network, meaning it gets smarter with every call.
So, what does this mean for your clients' businesses?
The Impact of Google Duplex on Local Businesses
One of the most significant implications is the recording of calls without explicit consent. When a local business answers a call from Google Duplex, they receive a notification: “Hi, I’m calling to make a reservation for a client. I’m calling from Google, so the call may be recorded.” While this opens up concerns regarding privacy and consent, it’s essential for businesses to recognize that adapting to this technology is crucial for staying competitive.
Ignoring Duplex could mean missing out on a growing stream of appointments and reservations, as more consumers begin to rely on this technology. As with many of Google's innovations, the key to its success lies in gathering extensive consumer data to develop robust commercial applications down the line.
The Future of Customer Service
As Duplex evolves, it may provide two-way communication between customers and business owners. This could streamline appointment bookings and reminders, ultimately reducing no-show rates. Imagine a scenario where Duplex can update Google My Business profiles with real-time information about hours of operation, simply by making a phone call to the store. This would not only enhance the user experience but also improve data accuracy across the local search ecosystem.
For agencies managing multiple locations, this could be a game-changer, significantly reducing customer complaints and boosting star ratings. And for businesses serving multilingual customers, future iterations of Duplex may allow seamless interaction in various languages, drastically improving the customer service experience.
But it doesn’t stop there. Many businesses lose potential reservations simply because human staff aren’t available 24/7. Duplex can bridge that gap, providing customers with immediate support for common inquiries that typically require human intervention.
National Local Search Applications
While independent local businesses will feel some impact, the real transformation will be seen in larger retail enterprises that rely heavily on call centers. Just like chatbots have revolutionized online customer service, Google Duplex can simplify cumbersome Interactive Voice Response (IVR) systems, making customer interactions smoother and more efficient.
Google is already testing Duplex with major contact center clients, targeting an untapped market. The cloud-based contact center market is expected to surge from $6.8 billion in 2017 to $21 billion by 2022—imagine the potential for businesses ready to adopt this technology.
Preparing for the Future
For now, it may be too early to specifically optimize for Google Duplex. But getting your fundamentals right—like maintaining accurate data on your Google Business Profile—is crucial. This ensures that your business is discoverable when Google Assistant and Duplex come into play.
What are your thoughts on AI-driven customer service? Have your clients asked about Google Duplex? Let’s discuss in the comments!
In a digital world where visibility is everything, GMB Fox ensures your business isn’t just online—it’s the first choice customers make. Let us handle the complexities of digital marketing, so you can focus on what truly matters: growing your business.
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