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Google is testing a new feature that will call a business on your behalf, wait on hold, and then call you back when a live representative is available, the company has confirmed to TechCrunch. The new feature, called “Talk to a Live Repeat”, will relieve users of the need to wait countless minutes and sometimes hours to hear music while trying to connect with a customer service agent.
The company says the feature is now available in English in the US for people who have joined Search Labs, a program for users to experiment with early-stage Google Search experiences, and Talk to a Chose the option to use Live Rip. This works with Google apps for Android and iOS, as well as Chrome on desktop.
This news was first reported 9to5Google,
Although talking to a live representative 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, talking to a live representative goes a step further. As with speaking to a live representative, Google’s systems will navigate the phone tree for you and then call you back when a customer service agent is available. Hold for Me can only be activated if you are already on hold and waiting for customer service to take your call.
Also, while Hold for Me is only supported on Pixel phones, Talk to a Live Representative is available on all devices. Additionally, because Talk to a Live representative asks you the reason for the call, the customer service representative will already know why you are calling the company, removing another step in the process.
Some businesses already offer a call-back option where you call them, reserve your place in line and then receive a call back when a representative is available. Speak to a live representative who proactively calls the business on your behalf, relieving you of the need to enable the entire process yourself. With speaking to a live representative, you only have to pick up your phone when the company is available to talk 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 select the reason for your call. Google will then send you SMS updates about its progress and call you when a customer representative is available to talk to you.
This feature is currently available for some airlines, telecom companies, 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.
Like any other experimental feature, it’s unknown when Talk to a Live Rep will reach a wider audience.
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