Tired of endless hold music when calling customer support? Google is testing a solution – but for now, it’s only available in the US. The new “Talk to a Live Rep” feature handles the waiting for you. Google’s system will call the business, navigate those frustrating phone menus, and only ring you back when a real person is ready.
How it Works
- This feature is experimental and currently limited to the US. You’ll need to join Google Search Labs and opt into the specific “Talk to a Live Rep” experiment.
- It works via the Google app (Android/iOS) or desktop Chrome.
- When searching for a company’s customer support, look for a “Request a Call” button (if the business is supported).
- Select your reason for calling, and Google handles the rest, letting you know via SMS and calling you back when an agent is ready.
Unlike the Pixel-exclusive “Hold for Me”, “Talk to a Live Rep” initiates the entire call and menu navigation for you. Plus, it works on any device. Even better, the agent already knows why you’re calling!
A limited number of companies are currently supported, including airlines (Alaska, Delta, JetBlue), retailers (Best Buy, Costco, Walmart), telecoms, insurance, and more.
There’s no word yet on when “Talk to a Live Rep” might expand beyond the US or its experimental phase.
