Monday, December 2, 2024

A New Google Feature Could End Waiting on Hold Forever

Must read

Many of us have spent hours waiting on the phone — sometimes during a single call — for customer service to address an issue. But the days of listening to an endless loop of hold music and a promise to speak with “the next available agent” may be coming to a close.

A Google Search Labs feature now being tested offers a way to skip the hold line entirely, by placing customer service calls on your behalf. Once Google gets to the front of the line, it gives you a call and hands over the conversation. Text message updates are available in the meantime.

This feature, called “Talk to a live representative,” is beginning to appear in Google searches for specific businesses. According to the blog 9to5Google, currently supported companies include:

  • Airlines: Alaska Airlines, Delta Airlines, JetBlue, Southwest Airlines, Spirit Airlines, United Airlines
  • Telecommunications: Assurance Wireless, Boost Mobile, Charter Communications, Cricket Wireless, Samsung, Sprint (presumably T-Mobile)
  • Retail: Best Buy, Costco, Gamestop, Home Depot, Walmart Services
  • Services: ADT, DHL, FedEx, Grubhub, Instacart, Securus Technologies, Stubhub, UPS, and Waste Management, Zelle
  • Insurance: Esurance, State Farm

You see an estimated wait time and specify the reason for the call when you first place the request.

This feature is similar to the AI-powered Hold for Me option that Google first introduced for its Pixel phones in 2020, but it is available for a much wider range of devices. You can “talk to a live representative” through the Google app on Android and Apple devices and on desktop computers using the Chrome browser.

Get smarter with your money!

Want the best money-news and tips to help you make more and spend less? Then sign up for the free Money Talks Newsletter to receive daily updates of personal finance news and advice, delivered straight to your inbox. Sign up for our free newsletter today.

More articles

Latest article