Google is testing a feature to ease the wait on customer service calls. Users can request a callback for certain companies, avoiding the automated menus and long hold times. Dubbed “Talk to a Live Representative,” the feature calls customer service on behalf of the user and notifies them when a human is available.
It also provides updates via SMS and an estimated call-back window. Available through Google’s apps and Chrome, the trial runs until year-end, but public release is uncertain.
The feature currently supports select US businesses across airlines, telecommunications, retail, package services, and insurance. Notably, this resembles Google’s “Hold for Me,” exclusive to Pixel devices, which can hold a call until a human representative is available. However, “Talk to a Representative” has broader compatibility, supporting all phones and engaging only when a live assistant is on the line.
The experimental feature aims to streamline customer support experiences by sparing users from waiting on hold. Customers can focus on other tasks while Google navigates the initial steps of the call for them. If successful, this technology could revolutionize the way consumers interact with customer service, offering an alternative to long wait times and automated phone menus.
