Google is reportedly testing an innovative feature for Android users that will allow them to avoid waiting in phone queues when calling businesses.
The feature, called “Talk to a Live Representative,” is designed to enable Google’s software to take care of all the phone communication on the user’s behalf.
The software will call a business, navigate through the available options, wait on hold, and then notify the user when a human representative is available to speak with.
The feature is similar to an existing Google Pixel feature known as “Hold for Me,” but with one key difference.
While “Hold for Me” only activates once a user is placed on hold, “Talk to a Live Representative” will proactively call the business for the user.
The feature will be available to all non-Pixel Android devices, including Samsung, and to iPhone users through the Google app.
The feature will not be available within the phone app itself, but rather when searching for a company’s customer support number in Chrome or Safari.
When a user clicks on a number, a “Request a call” button will appear, but only if the company supports the feature.
The feature is currently supported by a selection of US airlines, network companies, retailers, insurance, and other services.
Users will be prompted to select the reason for their call, and Google will provide SMS updates on its progress.
However, not all businesses will support the feature, and it is still experimental, so it is unclear when it will be available on all Android handsets.
For now, the feature is only available in the US via the Google app on iOS and Android, as well as Chrome desktop.
