Google Search testing 'Talk to a Live Representative' feature that's similar to 'Hold for Me' on Pixel phones

Navigating customer service phone lines can be a patience-testing experience. Automated menus, frustrating hold times, and the neverending loop of elevator music have become synonymous with trying to resolve issues over the phone. Google, however, is aiming to streamline the process with a new experimental feature called ‘Talk to a Live Representative.’

Seemingly inspired by the ‘Hold for Me’ feature found on Google Pixel phones, ‘Talk to a Live Representative’ promises to liberate users from the tedium of navigating phone menus and enduring excruciating hold times. This new experimental feature was spotted by folks over at 9to5Google. Currently in testing as part of Google Search Labs, here’s a breakdown of how it works and what to expect.

When searching for customer service numbers for businesses (such as airlines, retail stores, service providers, or telecom companies), a new ‘Request a Call’ button may appear in your search results. This button initiates a unique process. First, Google will dial the business on your behalf. Then, rather than you waiting on hold, Google will manage that for you. As the final step, Google will call you back when a live customer service representative is ready to take your call.

Pixel’s ‘Hold for Me’ is a lifesaver, but ‘Talk to a Live Representative’ offers even greater advantages, as noted by Artem Russakovskii. For starters, you won’t be burdened with dialing the number or navigating the phone menu yourself. Google may offer the option to select which department you need before they even place the call, saving you even more time.

Unfortunately, this exciting feature is still in the experimental phase and limited to users in the United States. As with many Google features, a wider international rollout could follow with a successful US release.