Google Tests Talk to a Live Rep Feature to Automatically Wait on Hold for Customers
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Google is testing a "Talk to a Live Representative" feature that automatically calls customer service numbers and waits on hold until connecting a human representative.
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When searching a customer service number, users can click "Request a call" and Google will call the company for them and notify them when someone is on the line.
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The feature is currently being tested until the end of 2022 with a handful of major U.S. airlines, telecoms, retailers, delivery services, and insurance companies.
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Google notifies users via SMS of the call's progress and estimated callback time so they don't have to stay on hold themselves.
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The feature is similar to Google's existing "Hold for Me" on Pixel phones where Google Assistant waits on hold and then connects users when ready.