Google is testing a new feature that could potentially revolutionize customer service calls. The feature, titled “Talk to a Live Representative,” enrolls users in Google’s Search Labs to try out an experimental function that automatically calls a customer service number and notifies them when a human representative is on the line. This feature aims to eliminate lengthy wait times associated with support calls, allowing users to continue with their other business without being kept on hold for an extended period. The trial runs until the end of the year, and there is no guarantee that it will see a public release.
With the “Talk to a Live Representative” feature, users can input their call’s purpose and phone number, and Google will automatically call the company on their behalf. It will then direct the call past the automated responses to a human customer service representative and call the user back when an assistant is available. The feature is available through Google’s mobile apps and the desktop version of Chrome and has the potential to reach far more users because it supports all phones and does not require starting a call until a human customer service assistant is on the line.
The unique aspect of this feature is that it can notify users of the call’s progress through SMS messages and provides an estimated window of when it will call back, enabling users to skip the lengthy wait times associated with support calls. This feature fundamentally resembles Hold for Me, which has long allowed Google Pixel owners to simplify the wait for customer service. However, “Talk to a Representative” has the potential to reach far more users and revolutionize the way customer service calls are handled.
