Get ready for the Google Voice Assistant Revolution and Duplex AI

  • On July 20, 2018

During the Google I/O conference in May 2018, Google Duplex AI (Artificial Intelligence) was announced as an extension to the Google Voice Assistant. Its main feature; a more human-like tone of voice.

So how does this new feature fit into your business? How can you make the most advantage of it?

Initially, it caused some controversy around how businesses would really make use of it and how this human-like-bot ‘fooled’ people into believing that they are communicating with a real person.

Thankfully, Google later explained that the bot would warn people that they are speaking to a robot. This way businesses and individuals alike will have more confidence with using Google Voice Assistant Tools.

In the above video, you can see that the Google Assistant presents itself right at the beginning, explaining that the call is being recorded. This was Google’s first tweak to the Google Duplex AI after its first demo version.

Google has also announced that additional adjustments are being made to ensure maximum transparency and efficiency. In fact, along with the public feedback on the demo version, Google has formed a team of moderators working on the earliest Duplex calls by annotating the information and helping the AI learn as it goes. Obviously, as the Duplex technology is still at its infancy, it will for now be only available to a limited number of public users and use cases.

 

Watch the video below for more direct intel from Google Executive Scott Huffman.

How to get ready for the Voice Assistant revolution

It is unlikely that the Google Duplex Voice Assistants will take over call centres.  However, there is a possibility of implementing Google Duplex to reduce the workload of call centre workers by taking the simple calls and passing on the complex conversations to humans.

 

The verdict is that for now Google Duplex will continue to be used as Booking Voice Assistants and other consumer use cases.

 

google duplex

The Rules of Engagement for making Google Voice Assistants work for your business

Develop short-term, mid-term and long-term objectives:

  • Short-term objectives should focus on Voice as Content – Voice Search, Voice Copy, Rich Media.
  • Mid-term objectives should focus on Voice as a Channel – Voice Commerce, Voice AD-RDM, Voice Social.
  • Long-term objectives should focus on Voice as an Interface – Voice UI Design, Voice UI Workshops, Voice Control.

Follow the best practices roadmap for agile implementation

The Voice Roadmap should be based on building blocks and key milestones fundamental to your business.

  • Assess – Create a search report for your industry, product, and category. Then develop your assessment summary with the best practices and the recommended actions.
  • Strategize – Create your Voice brand strategy and a step by step plan.
  • Develop – specific Voice search content as well as additional assets and skills for better engagement.
  • Deploy – Make sure you have set Voice Guidelines for deployment as well as a Voice assets sharing platform.

Measure – Define the tools and KPI’s you will be using to measure the success of your voice project and to make tweaks accordingly.

Make sure your content is optimized for Voice Search

Instead of focusing on improving your brands keywords, your content should be optimized for topics which reflect the intent of your target audience. Optimised content for Voice Search must also consider the place and the time in order to reach your target audience.

The latest research says that by 2020, 50% of all searches will be via Voice Search. This is why you should follow the voice search best practices for getting your content optimised for the Google Answer Box located at the top of the Google SERP’s (Search Engine Results Page).

Author: eBusiness Institute Team

 

At the eBusiness Institute we are helping clients leverage e-business to their competitive advantage. Contact us to assess, guide, discover and implement your digital transformation and become a voice future-ready business.

Sources:

https://www.wired.com/story/google-duplex-gets-a-second-debut/

https://ai.googleblog.com/2018/05/duplex-ai-system-for-natural-conversation.html

https://www.cnet.com/news/google-says-no-duplex-ai-wont-take-over-human-call-centers/

https://www.techradar.com/news/google-duplex-could-eventually-make-its-way-into-call-centers

http://www.dailymail.co.uk/sciencetech/article-5717621/Googles-eerily-human-like-Duplex-AI-voice-assistant-identify-robot.html

https://voicebot.ai/2018/06/27/new-google-assistant-ad-shows-google-duplex-making-a-restaurant-reservation-and-people-are-using-it-today/

https://ai.googleblog.com/2018/05/duplex-ai-system-for-natural-conversation.html

 

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