I wonder what they mean by Google experts. Will there be an actual human being or some hybrid solution at the end of the line? Not that it matters to me as long as it's efficient.
With Google Duplex I'm sure we're heading towards a future where a computer is going to be answering all our customer support calls without us knowing about it.
Google Duplex was a cool demo but those intents were quite well defined. There is a handful of form slots they are aiming to fill where they can enumerate all the entry points to a conversation as well as misinterpretations. I do agree that this is the direction we are going, however since Google Expert is a broad term tackling a much bigger search space, I'd expect it to work differently.