“If Google can find its way into the business of automated phone calls for companies, it could creep its way into a massive profit center. The research firm ResearchAndMarkets projects the cloud-based customer call center market will reach about $21 billion by 2022—up from $6.8 billion in 2017.
Of course, as the market expands, so will the competition, and Google isn’t the only major tech firm that sees opportunity in entering call centers. Last year, Amazon started selling a version of its wildly popular voice assistant Alexa designed specifically for use responding to questions via phone and text. Companies like IBM, Microsoft, and Cisco also already have their foot in the door of this business, per The Information.
While there may be major profits awaiting these firms as the conquer call centers, they also come with a cost: humans will inevitably be bumped from the jobs. Most companies already outsource the work to countries where they can pay paltry wages in order to keep the expenses related to customer service down, and AI would likely cut those costs even more. That would be devastating for a nation like the Philippines, which has an estimated 1.2 million call-center workers according to the Wall Street Journal.”
Google is Reportedly Looking to Take Over Call Centers With Its Duplex AI Assistant