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Google introduces ‘Talk to a live representative’ to ease phone waits

Google's latest Search Labs feature, 'Talk to a Live Representative', aims to revolutionise phone call experiences by reducing wait times.

In today's fast-paced world, waiting on hold during phone calls can be particularly tedious. Google, known for its innovative solutions, is now extending its helpful ‘Hold for Me' feature, initially available on Pixel phones, to a wider audience through Google Search. This new tool, named ‘Talk to a Live Representative', is designed to streamline your phone interactions, saving you valuable time.

From Pixel to Google Search: An expanded reach

Google's ‘Hold for Me', introduced in 2020 for Pixel phones, was a pioneering feature that allowed users to bypass the monotony of waiting on hold. In its latest iteration, ‘Talk to a Live Representative', Google has taken this convenience a step further. Unlike its predecessor, this feature is not confined to Pixel users. It's now accessible on a variety of phones and most desktop computers, marking a significant expansion in its utility. Furthermore, it goes beyond just waiting on hold by initiating the call for you, a functionality not present in the original ‘Hold for Me'.

How it works: A user-friendly approach

The functionality of ‘Talk to a Live Representative' is impressively user-friendly. When searching for customer service numbers on Google, a prompt to ‘talk to a live representative' appears. Upon selection, you're guided to specify the purpose of your call, such as modifying an airline reservation or cancelling a service. After providing your phone number, Google takes over. You'll receive updates via SMS about the wait time, and Google will connect you with a service representative once they're available.

It's important to note that this feature is still in the experimental phase. As innovative as it is, it may encounter some bugs and does not support every customer service number. At present, its proficiency includes sectors like airlines, telecommunications, major retailers, insurance companies, and postal services.

Availability and future prospects

Currently, ‘Talk to a Live Representative' is exclusively available to residents in the through Google's Search Lab. It can be accessed via the Google app on both Android and , as well as on desktop browsers like Chrome. This experimental feature has not yet been rolled out widely, but its potential and anticipated broader release are causing quite a stir.

In summary, Google's ‘Talk to a Live Representative' feature is setting a new standard in customer service interaction. Building on the success of ‘Hold for Me' for Pixel phones, it offers greater accessibility and convenience to a wider audience. As this feature evolves, it holds the promise of transforming our experiences with customer service calls, making them more efficient and less time-consuming.

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Gabriela Gavrailova
Gabriela Gavrailova
Gabriela is a freelance news editor at Tech Edition, where she writes about technology and often does listicles and product reviews. Based in Austria, Gabriela is a person with many and diverse hobbies. If you don't find her reading a book at home or baking something, she will probably be out hiking or taking some classes to learn a new skill.

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