Search Labs, the experimental section of the Google application, offers a new experience: Talk to a live representative or, in plain English, “let’s let a human get away with it.” This is essentially a service through which the Google Assistant hopes to take care of manage the answering machine and listen to music on hold until an operator answers the call.
The concept is very similar to Hold for me that the Google Pixel launched four years ago, but now it’s not exclusive to the Google Pixel
No more hold music
Call customer service it can be frustrating for several reasons, including having to deal with tedious menus where our request may not fit, the always horrible wait music and, above all, the long wait. Google has a solution for almost all of the above.
It’s called Talk to a Live Representative, which we could translate as talking to an agent or operator. Must activate as an experiment in Search Labs (the test tube icon in the Google app), although for now it is only available in the United States and to a handful of companies.
Screenshots from @GreenShades9 on X
Once activated we will see the possibility of using the assistant to call customer service directly from Google results. In doing so, we will need to tell Google the reason for the call, so that it can be directed to the appropriate service.
Google is responsible for making the call and waiting for an agent to appear. When you do it, you will receive a call from a telephone number that Google has previously indicated to you so that, finally, you can speak to a person.
The experience is still very limited and only works on a handful of customer service lines in the United States, although if it works well one might expect them to be expanded in the future. For now, it is only compatible with:
- Airlines companies: Alaska Airlines, Delta Airlines, JetBlue, Southwest Airlines, Spirit Airlines and United.
- Telecommunications: Assurance Wireless, Boost Mobile, Charter Communications, Cricket Wireless, Samsung and Sprint.
- Stores: Best Buy, Costco, Gamestop, The Home Depot and Walmart.
- Services: ADT, DHL, FedEx, Grubhub, Instacart, Securus Technologies, Stubhub, UPS, Waste Management and Zelle.
- Insurance: Insurance and State Farm.
Via | Android Authority
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