Google is testing a new feature that will place a call to a business on your behalf, wait on hold, and then call you back once a live representative is available, the company confirmed to TechCrunch. The new feature, called “Talk to a Live Rep,” will free users from having to wait countless minutes, and sometimes hours, listening to music while trying to connect with a customer service representative.
The company says the feature is now available in English for people in the US who have signed up to Search Labs, its user experimentation program with early-stage Google Search experiences, and have opted into the Talk to a Live Rep experiment. It works in the Google app for Android and iOS, as well as in Chrome on PC.
The news was first reported by 9to5Google.
Although Talk to a Live Rep is similar to the Pixel’s “Hold for Me” feature, Google says there are some differences, noting that while some of the underlying technology is the same, Talk to a Live Rep goes a step further beyond. With Talk to a Live Rep, Google’s systems will navigate the phone tree for you and then call you when a customer service representative is available. Hold for Me can only be activated when you are already on hold and waiting for customer service to take your call.
Additionally, while Hold for Me is only supported on Pixel phones, Talk to a Live Rep is available on all devices. Plus, because Talk to a Live Rep asks you why you’re calling, the customer service rep will already know why you’re calling the company, removing another step in the process.
Some businesses already offer a callback option where you call them, secure your place on the line, and then get a call back when an agent is available. Talk to a Live Rep proactively calls the business on your behalf, eliminating the need to activate the entire process yourself. With Talk to a Live Rep, you only need to pick up the phone when the company is available to speak to you.
When you search for a company’s customer support number, Google will display a “Request a Call” button if the business is supported. From there, you can choose the reason for your call. Google will then send you SMS updates on its progress and then call you once a customer representative is available to speak with you.
The feature is currently available for a handful of airlines, telcos, retailers, insurance companies and other services. 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 unknown when Talk to a Live Rep will reach a wider audience.
