In addition, because Talk to a Live Rep asks you for the reason of the call, the customer service representative will already know why you’re calling the company, removing yet another step in the process. Plus, while Hold for Me is only supported on Pixel phones, Talk to a Live Rep is available on all devices. Hold for Me can only be activated once you’re already on hold and waiting for customer service to take your call. With Talk to a Live Rep, Google’s systems will navigate the phone tree for you and then call you back when a customer service agent is available. The news was first reported by 9to5Google.Īlthough Talk to a Live Rep 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, Talk to a Live Rep goes one step further. It works on the Google app for Android and iOS, as well as Chrome on desktop. who have joined Search Labs, its program for users to experiment with early-stage Google Search experiences, and opted into the Talk to a Live Rep experiment. The company says the feature is now available in English for people in the U.S. The new feature, called “Talk to a Live Rep,” would get rid of the need for users to wait countless minutes, and sometimes hours, listening to hold music trying to get connected to a customer service agent. Google is testing a new feature that will place a call to a business on your behalf, wait on hold and then give you a call once a live representative is available, the company confirmed to TechCrunch.
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