Google 测试让 Gemini 代用户致电商家的功能

随着 Meta 的 Muse 和 Instinct 等 AI Agent 已能够代表用户拨打电话，Google 现正通过一项名为“Call for Me”的新功能，让 Gemini 代用户致电商家。

该功能最初将面向美国地区付费订阅 Gemini 的 Pixel 11 用户推出。由于这项功能仍被定位为实验性功能，用户还需要使用 Android 版 Google Phone 应用的测试版。

尽管 Google 长期以来一直提供由 AI 引导的通话功能，但此前版本的能力较为有限。公司表示，借助此次更新，Gemini 将能够在获得用户批准后，在通话中分享个人信息，从而可以执行更广泛的操作。

此外，Google 表示，用户可在通话进行时实时跟进，并可随时接管通话。“Call for Me”还将使用用户自己的个人电话号码拨打电话，通话将直接通过用户的手机发起。

Google 表示，该 AI 能够处理复杂任务，例如致电商店询问某件商品是否有库存、预订餐厅、将已安排的预约改至其他日期，或要求商家暂留商品。

该 AI 可以致电商家并表明自身身份，操作自动电话菜单、等待接通，然后与电话另一端的人员进行对话。同时，用户可以通过对话的实时文字转录查看通话进展。

此次发布建立在 Google 多年来对 AI 辅助自动电话技术的实验基础之上。

多年前，该公司曾在 I/O 开发者大会上演示 Google Assistant 致电美发沙龙进行预约，这一演示令外界印象深刻；它甚至会加入一些“嗯”和“啊”等语气词，让对话听起来更自然。

去年，该公司推出了“Ask for Me”功能，让 Gemini 能够代表用户致电商家，询问价格、服务等信息。Pixel 智能手机用户也可使用“Hold for Me”或“Talk to a Live Rep”等功能，它们可以操作电话语音菜单，并在真人客服接听前自动保持等待。另一项名为“Direct My Call”的功能，则可显示用于操作 IVR 系统的按键号码。

Google 表示，由于“现实世界中的对话具有细微而复杂的差别”，公司将以小规模方式启动这项实验，并需要时间在更广泛推出前完善该功能。

With AI agents like Meta’s Muse and Instinct now able to make calls on users’ behalf, Google is now letting Gemini call businesses with a new feature called “Call for Me.”

The feature will initially roll out to Pixel 11 owners who pay for a Gemini subscription in the U.S. It will also require the use of the beta version of Google’s Phone app for Android, as it’s still supposed to be an experiment.

While Google has long offered calling features guided by AI, prior versions were limited in what they could do. With this update, Gemini will be able to share personal information that you approve as part of the calls it makes, which, the company says, will allow it to take a broader set of actions.

In addition, Google says users will be able to follow the call as it happens and take over at any time. “Call for Me” will also use your own personal phone number to make calls, which will be dialed directly from your phone.

Google says the AI can handle complex tasks, like calling a store to ask if a product is in stock, making a restaurant reservation, moving a scheduled appointment to a different date, or placing items on hold.

The AI can call a business and introduce itself, navigate automated phone menus, wait on hold, and then handle the conversation on the other end. Meanwhile, users can watch how the call proceeds via a live transcript of the conversation.

The launch builds on years of experiments with AI-assisted, automated calling technology at Google.

Years ago, the company wowed people at its I/O developer conference when it demonstrated Google Assistant calling a salon to make a reservation, and even adding little “umm’s” and “ahh’s” to make the conversation seem natural.

Last year, it rolled out “Ask for Me,” a feature that let Gemini call businesses on users’ behalf to inquire about things like pricing or services. People with Pixel smartphones have also had access to features like “Hold for Me” or “Talk to a Live Rep,” which can navigate phone trees, then automatically wait on hold until a real person comes to the line. Another option, “Direct My Call,” can display the numbers to navigate IVR systems.

Google said it’s starting this experiment at a small scale because “real-world conversations are nuanced,” and it needs time to get the feature right before rolling it out more broadly.