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Google “Talk to a Live Representative”: A New Feature to Customer

Waiting on hold for a long time while listening to repetitive music is a very boring and time-consuming experience. Fortunately, Google understands this problem and is not sitting idly by.

Following the 2020 launch of the “Hold for Me” feature on Pixel phones, Google is now testing a similar feature within Google Search.

New Google Feature: Make Calls Without Waiting

The introduction of a ‘Talk to a Live Representative’ feature has been announced by Google, according to Engadget.

This feature simplifies calling businesses. It bypasses automated menus, waits on hold for you, and even notifies you when a live representative is available.

The release of this feature, however, has not yet been made public. It was first identified by a user named Sterling during beta testing conducted at Google Search Labs.

Easier Than Pixel Exclusive Feature

The new “Talk to a Live Representative” feature has several advantages and a wider reach compared to “Hold for Me”. The advantages of this feature include:

  • Available on many devices: Compatibility extends beyond Pixel devices, allowing users to access this feature on a wide range of phones and computers.
  • Direct contact: Calls are directly placed through this feature, eliminating the need for prior call initiation. In contrast, “Hold for Me” requires activation after a call has begun.

How to Use the “Talk to a Live Representative” Feature

Here’s how to easily use this new feature:

  1. When you search for a customer service number on Google, you will see the “Talk to a Live Representative” option.
  2. Click on the option and answer a few short questions about your purpose for contacting customer service. For example, to update a flight booking or cancel a ticket.
  3. Enter your phone number and wait first.
  4. Google will send a Short Message Service (SMS) about the estimated wait time and will contact you when the service representative is ready to talk.

Still in Beta Testing and Has Limitations

It is important to remember that “Talk to a Live Representative” is still in beta testing, so there may be some bugs and it may not work with all customer service numbers.

Currently, the feature is focused on airlines, telecommunications companies, large retailers, insurance companies, and shipping companies.

Availability and Future

The “Talk to a Live Representative” feature is currently only available to users in the United States through Google Search Labs.

These users can access the feature on the Google app for Android and iOS, as well as through the Google Chrome Desktop browser.

Google has not yet provided any official information on when this new feature will be launched globally.

Thus, the “Talk to a Live Representative” feature is here to offer a smart solution to the hassle of waiting on the phone.

Although still in its early stages, this feature has the potential to be a game-changer for anyone who deals with customer service.

Let’s hope Google can soon launch this new feature globally, so that more users can experience its convenience.

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