Google Is Testing New ‘Talk to a Live Rep’ Feature For Customer Support Calls — Here’s How It Works

Artificial intelligence has been getting popular across the globe over time and the userbase has also been increasing rapidly. One of the most used areas for artificial intelligence is customer service. As per recent reports, Google is currently testing a new feature called “Talk to a Live Rep.” This new feature will help users make a call, wait on hold, and then get a call back when a human representative is available.

After reports regarding this feature went viral, Google confirmed that it is indeed testing this feature and it has been designed to save people from waiting endlessly on hold. Normally when you call customer care, you have to stay on hold for a long time while listening to recorded music just because you want to speak to a customer service rep.

How It Works

At the moment, this new feature of Google is being tested in English for users in the US who are part of Google Search Labs. The said feature works on the Google app for Android and iOS, as well as Chrome on desktop. In a way, this feature is similar to Google Pixel’s “Hold for Me” feature. It will navigate the phone tree for you and then call you back when a representative is available.

The prime difference between Google Pixel’s ‘Hold For Me’ feature and this new feature of the tech giant is that Pixel’s feature is exclusively for Pixel pones and this new feature will be accessible to both Android and iOS users.

According to reports, businesses in various sectors, including airlines, telecommunications, retail, services, and insurance, will support this new feature.

This new feature eyes to make customer service calls more convenient by saving users time and frustration. Navigating the phone free for you and waiting on hold, allows you to go about your day without having to listen to music.