It’s a complete waste of time to wait on hold, unless you like to listen to the same strange instrumental tune over and over again. With its Pixel phones, Google first addressed the problem in 2020 with the “Hold for Me” tool, which would wait in line and notify you when a real person answered. Currently, Google Search is testing a feature that is extremely similar.
The appropriately-named “Talk to a Live Representative” will call a business on your behalf, navigate through the various phone menus, wait on hold and then notify you when an actual human is ready to talk. It’s currently available as a Search Labs experimental feature and was originally spotted by an X user called Sterling.
This actually goes a bit further than the Pixel-exclusive feature. “Talk to a Live Representative” is available on just about any phone and most computers, whereas “Hold for Me” is reserved for Pixel 3 models and newer. It’ll also actually initiate the call in the first place. Pixel owners must enable Hold for Me once the call has already been initiated.
Here’s how it works. When you search for customer service numbers, you’ll see a “talk to a live representative” prompt. Once you tap the prompt, you’ll be directed to answer some questions as to the purpose of the call. For instance, you might want to update an airline booking or cancel a flight. The system will ask for your number and that’s that. You’ll get SMS updates regarding wait times and Google will call you when it has the service rep on the line.
There are some caveats. This is an experimental feature, so it’s subject to bugs, and it doesn’t work for every customer service number out there. It currently specializes in airlines, telecommunication companies, big-box retailers, insurance providers, mail carriers and more, according to a list obtained by 9to5Google.
“Talk to a Live Representative” is currently available for US residents via the company’s Search Lab. If you’re a Search Lab user, you can access the tool on the Google app for Android and iOS, as well as via desktop Chrome. The company hasn’t said when this would get a wider rollout.
