Google told Eltrys it is testing a service that will phone a business on your behalf, wait on hold, then call you when a live agent is available. The new option, named “Talk to a Live Rep,” would eliminate the need to wait minutes or hours on hold to reach a customer support professional.
The business claims the function is now accessible in English for U.S. customers who joined Search Labs and opted into the Talk to a Live Rep trial. The Android and iOS Google apps and Chrome on desktop support it.
The news broke on 9to5Google.
Talk to a Live Rep is similar to the Pixel’s “Hold for Me” function, but Google promises it goes farther. Google’s Talk to a Live Rep mechanism will traverse the phone tree and contact you when a customer support professional is available. Hold for Me only works while you’re on hold waiting for customer support.
Talk to a Live Rep works on all devices, but Hold for Me only works on Pixel phones. The customer care agent will already know why you’re calling the organization since Talk to a Live Rep asks for the reason, saving another step.
Some companies provide a call-back option where you call, get in line, and receive a call when a person is available. Talk to a live rep who contacts the company on your behalf, eliminating the need for you to activate the process. Talk to a Live Rep lets you call when the firm is available.
If a firm is supported, Google will provide a “Request a call” box when you search for its customer service number. Choose your call reason from there. Google will then text you progress updates and contact you when a person is available.
Few airlines, phone providers, shops, insurance firms, and other businesses offer this functionality. Alaska Airlines, Delta Airlines, JetBlue, Best Buy, Costco, Walmart, Boost Mobile, Samsung, ADT, Instacart, UPS, Zelle, State Farm, and others are supported.
As with any experimental function, Talk to a Live Rep’s spread is unclear.
Google tests a service that dials companies for you and waits for an agent.
