Tools
Customer Experience Automation First try: 2018: Google Duplex Today: 2026: Google Agents ~8 years to mature and work
Google Duplex, introduced in 2018, represented an early attempt at customer experience automation through AI-powered phone conversations, while Google Agents (expected circa 2026) represents a more ma
Google Duplex, introduced in 2018, represented an early attempt at customer experience automation through AI-powered phone conversations, while Google Agents (expected circa 2026) represents a more mature evolution of this technology approximately 8 years later. The post suggests a significant maturation period was required for AI systems to reliably handle complex customer service interactions autonomously. This timeline illustrates the gap between initial AI breakthroughs and practical, production-ready implementations for real-world customer service applications.
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Source: Itamar Friedman (X) | 2026-04-23