Google tests new tool to bypass call hold times
CALIFORNIA, UNITED STATES — Tech giant Google is testing a new feature called “Talk to a Live Rep” aimed at easing the pain of being stuck on hold with customer service phone lines.
Currently being tested on Android and iOS devices, as well as Chrome desktop browsers, “Talk to a Live Rep” enables users to request a call back when a live representative is available.
Users can activate it by searching for a company’s customer support number on Google and selecting the “Request a call” button.
Distinct from the “Hold for Me” feature exclusive to Google Pixel phones, which also aids users during hold times, “Talk to a Live Rep” expands this convenience to a broader audience across different platforms.
So far, the feature is only operational with English-language phone trees among some of the largest U.S. brands in industries like air travel, telecoms, retail, and insurance. According to 9to5Google, the supported businesses include Alaska Airlines, Delta Airlines, Samsung, Costco, Walmart, DHL, Fedex, UPS, among others.
The contact center industry faces a major transformation in 2024 driven by artificial intelligence (AI) and automation, according to experts interviewed by Channel Futures.
Gartner reported that over 80% of companies will use generative AI in contact centers by 2026, a huge increase from less than 5% in early 2023.
