16 February 2024

Google Pilots 'Talk to a Live Rep' Feature to Avoid Customer Service Hold Times

Google tests 'Talk to a Live Rep,' a feature that calls businesses and navigates phone trees for users, redefining customer support wait times.

Google Tests New Feature for Hassle-Free Customer Service Calls

Google is piloting an innovative service, 'Talk to a Live Rep,' which calls businesses for users, navigates phone trees, and connects them when a live agent is ready. This testing phase is currently open to U.S. users who are part of Google's Search Labs. The feature, designed for both mobile and desktop, aims to eliminate waiting times for customer support.

Expanding Customer Service Solutions

Unlike the existing 'Hold for Me' function exclusive to Pixel phones, 'Talk to a Live Rep' is available on various devices, and even addresses the reason for your call upfront. This service is an extension of Google's commitment to enhance user experience in customer support interactions. The current test covers several businesses including airlines, telecoms, and retailers.

Google, Customer Service, Talk to a Live Rep, Business Calls, Search Labs, Hold for Me, Phone Tree Navigation

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