Earlier this year, tech giant Google dazzled journalists and business analysts when it introduced Duplex, an amazing new technology that will soon be implemented into virtual assistants and call centers.
To showcase the power of Duplex, Google presented two scenarios whereby a natural sounding voice scheduled a beauty salon appointment and checked for reservations at a restaurant; the chillingly realistic natural language processing of Duplex mesmerized those in attendance, but many analysts familiar with Voice over Internet Protocol applications quickly noted that this is a natural progression of business communications.
Google has dedicated considerable research and development resources into VoIP. In 2007, the company launched GOOG-411 a VoIP service that made extensive use of voice and speech recognition to deliver a telephone directory experience. The data packets collected by GOOG-411 were used to develop artificial intelligence and machine learning constructs that resulted in the Google Assistant and Duplex apps.
The bottom line of Duplex is that it is destined to make a major impact in the business world, and it is all because it is powered by voice communications. When Google was busy with GOOG-411 more than ten years ago, engineers knew that voice communications will always be a strong pillar of doing business, and this explains the path that VoIP has taken from the early versions of Skype to unified communications and now Duplex.
If there is a lesson to learn about Google Duplex is that voice calling is still a driving force of business. Those live chat options you see in many websites these days will soon be upgraded to in-browser VoIP calling options that can connect site visitors directly to your company, provided that you have a VoIP system in place. This future protocol is known as Web Real-Time Calling (WebRTC), and is also being developed by Google.