Duplex, Google’s conversational AI, has updated 3M+ business listings since pandemic

Google today offered an update on the status of Duplex, its AI technology that uses natural conversations to get things done — like making restaurant reservations, booking appointments or updating a Google Business listing, for example. When the pandemic began, Google expanded its use of Duplex for business updates to eight countries, and has since made more than 3 million updates to business listings — including pharmacies, restaurants and grocery stores.

These updates have been seen over 20 billion times across Maps and Search, the company says.

The AI technology, first introduced at the Google I/O developer conference in 2018, is able to place calls to businesses and interact with the people who answer the phone. In the case of reservations or appointment setting, it can request dates and times, respond to questions and even make sounds to make the AI seem more like a person. For instance, it can insert subtle vocal breaks, like “mm-hm” and “um,” into its conversations.

Since launching, Duplex in Google Assistant has completed over a million bookings, Google announced today.

The company also noted it began to use Duplex to automatically update business information on Google Maps and Search in the U.S. last year, saving business owners from having to manually update details like store hours, or whether they offer takeout, among other things.

Last year, Google also brought Duplex to the web in the U.S., to help users book things like movie tickets and rental cars. Today, Google says it will begin piloting the same experience with other things, like shopping and ordering food for a faster checkout experience.

Just a few weeks ago, Google also introduced another Duplex-powered feature, “Hold for Me,” which lets you use Google Assistant to wait on hold on your phone call, then alert you when someone joins the line.

Thanks to advances in neural speech recognition and synthesis, and in Google’s own new language understanding models, the company says today that 99% of Duplex calls are entirely automated.

The Duplex update was one of several announcements Google made today at its Search On 2020 event, where it introduced a number of search improvements, including the ability to search for songs by humming, better guess at misspellings, point users to the correct part of a page to answer their question, tag key moments in videos and more.

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