Google is testing an innovative new feature that will make calls to businesses on your behalf, wait on hold, and then connect you to a live representative once they are available. This feature, called “Talk to a Live Rep,” aims to eliminate the need for users to spend countless minutes, or even hours, waiting on hold trying to get connected to a customer service agent.
The company has confirmed that the feature is currently available in English for users in the U.S. who are part of Search Labs, a program that allows users to test early-stage Google Search experiences and have opted into the Talk to a Live Rep experiment. It works on the Google app for Android and iOS, as well as on Chrome for desktop.
The news was initially reported by 9to5Google.
While Talk to a Live Rep shares similarities with the Pixel’s “Hold for Me” feature, Google notes that there are some key differences. While the underlying technology is similar, Talk to a Live Rep goes a step further, navigating the phone tree for you and calling you back when a customer service agent is available, unlike Hold for Me which can only be activated once you are already on hold.
Furthermore, unlike Hold for Me which is only available on Pixel phones, Talk to a Live Rep is accessible on all devices. Additionally, the feature prompts users for the reason for the call, ensuring that the customer service representative is already aware of the purpose of the call, streamlining the process further.
Some businesses already offer a call-back option where users can secure their place in line and get a call back when a representative is available. Talk to a Live Rep goes a step further by calling the business on the user’s behalf, simplifying the entire process. With this feature, users only need to pick up the phone when the company is available to talk.
When searching for a company’s customer support number, Google will display a “Request a call” button if the business is supported. Users can then select the reason for their call, receive SMS updates about the progress, and eventually get a call from a customer representative once they are available to help.
As of now, the feature is available for a limited number of airlines, telecom companies, retailers, insurance companies, and other services. Some of the supported businesses include Alaska Airlines, Delta Airlines, JetBlue, Best Buy, Costco, Walmart, Boost Mobile, Samsung, ADT, Instacart, UPS, Zelle, State Farm, and more.
As with any experimental feature, it’s currently unknown when Talk to a Live Rep will reach a wider audience.
