Google is testing a new feature that calls businesses on your behalf and waits on hold until a live representative is available. With this new feature, called “Talk to an Agent,” users will no longer have to wait a long time listening to hold music just to talk to someone. The new tool aims to simplify the process of contacting customer support.
How Talk to an Agent Works
Talk to an Agent is currently available for some Google Search users in the United States. It can be used on Android phones, iPhones and desktop computers. When you search for a company’s phone number, you may see a “Request a Call” button. You then pick the reason for your call. Google will send text updates and call you back once an agent is ready to talk. Behind the scenes, Google’s systems navigate the phone options for you and wait on hold until an agent can take your call.
The Differences from Pixel’s Hold for Me
Talk to an Agent goes a step beyond the Pixel phone’s “Hold for Me” feature. With Hold for Me, you have to be on an existing call and wait for help. Talk to an Agent starts the whole process for you from the search results. It also lets the agent know why you’re calling right away.
Easier than Callback Options
Some businesses offer a “callback” option, where you get in a virtual line and they call you back. But with Talk to an Agent, Google initiates the call for you automatically. You just answer when the company says an agent can speak. No setting up the callback yourself.
Supported Companies
Currently, the feature works with airlines, cell providers, retailers, insurers and more companies. Major brands partnering include Alaska Airlines, Best Buy, Costco, Delta, JetBlue, Samsung, State Farm, UPS and Walmart. Google aims to add more over time based on feedback.
In summary, Google’s new “Talk to an Agent” tool has the potential to vastly simplify the frustrating process of calling customer support. With any experimental feature, it remains to be seen how widely it rolls out. But an easier way to contact companies could be a big help for many users.
