Google has introduced a new experimental feature called “Talk to a Live Representative,” which aims to revolutionize the way users interact with customer service phone lines. This feature, available in Google Search Labs, allows users to avoid being stuck on hold and navigating through automated call menus.
Similar to the “Hold for me” feature introduced to Pixel owners in 2020, “Talk to a Live Representative” can call a business on the user’s behalf and navigate through the company’s hold system. Once a human representative is on the line, the user is notified, eliminating the need to activate the feature while on the call.
This innovative feature is currently exclusive to Google Pixel 3 mobile phones and newer, and is only available in the US. It can be accessed through the Google app for both Android and iOS, as well as Chrome for desktop users. To use this feature, users simply need to search for the customer support number of a company, and if supported, Google will display a “Request a call” button.
Upon initiating the call, users will receive SMS updates on its progress and their phone will ring once a human representative is available. The feature currently supports various US airlines, phone companies, and retailers.
While it is unclear when “Talk to a Live Representative” will become available to all users or if it will become a permanent fixture on Google’s search results, its potential to streamline customer service interactions is undeniable. If rolled out to all users, this feature could become an invaluable tool in navigating the increasingly automated customer service landscape.
