Google is currently rolling out a new feature to its Search Labs called “Talk to a Live Rep” that is very similar to its Pixel-exclusive “Hold for Me” feature, except it would make it available on other devices. In many cases, the dreaded task of calling customer service and waiting on hold could become a thing of the past.
Here's how it works: You can activate it in the Google app by tapping the “Find Labs” button at the top left. Next, a “request a call” button will appear for specific customer service search results. You will then see an option to “Talk to a Live Representative”.
After these steps, Google then manages the appeal process for you, navigating the automated systems and waiting. Once a live representative is available, Google will then call your phone, saving you valuable time.
Users start by providing the reason for their call and a phone number to contact for SMS updates. The system also displays an estimated wait time and the option to cancel the request at any point during the process.
This process may seem extremely familiar to Google Pixel users who have been enjoying the “Wait for Me” feature on their devices for a while now, moving the starting point from the Phone app to the Google search page. This feature will initially be available in the United States for Google Research Lab users on the Google app (on iOS and Android) and on desktop.
As reported 9to5Google, a wide range of industries are included, from airlines like Delta and United to wireless carriers like T-Mobile and Sprint and household retailers like Walmart and Best Buy. Insurance, delivery and waste management services are also supported.
