According to Google's response to the New York Times report, 25% of the calls are probably made by humans.
According to Google, a quarter of Duplex calls start with manual calls, and 15% start with AI and then come from Duplex. The company told the New York Times that they use different signals to decide whether a phone is taken over by a human or a robot.
The working principle of Google Duplex is to first try to book with restaurants that provide online booking tools through OpenTable, Resy and Yelp platforms. If these options are not available, it will deploy voice call AI. Because the technology is still relatively young and limited in use, Google says it is still using manual callers to help acquire data to train its AI and ultimately reduce the need for manual participation.
At the same time, restaurant staff have to deal with what they call creepy or confusing phone calls. In some cases, some restaurants don't even answer Google Duplex phones at all, because the caller display may look like a spam phone.
Google said it planned to extend Duplex technology to other industries such as hairdressing salons. So far, there seems to be more testing to be done before the service can be scaled up.