Google uses Search to expand the availability of Pixel’s “Hold for Me” tool to more devices and desktops

Waiting on hold is a complete waste of time, unless you want to listen to the same strange instrumental tune repeatedly. With its Pixel phones, Google first addressed the problem in 2020 with the “Hold for Me” feature, which would wait in queue and notify you when a real person answered. Currently, Google Search is testing a very similar function.

The aptly named “Talk to a Live Representative” will make a call on your behalf, assist you with navigating the many phone menus, place you on hold, and let you know when a real person is available to speak. It was initially noticed by an X user named Sterling and is now accessible as an experimental feature of Search Labs.

This goes a little beyond the Pixel-only function. While “Hold for Me” is limited to Pixel 3 models and above, “Talk to a Live Representative” may be accessed on nearly all phones and PCs. Additionally, it will be the one to start the call altogether. Pixel owners who have already started a call need to enable Hold for Me.

This is how it operates. A popup to “talk to a live representative” will appear when you search for customer service numbers. You will be prompted to respond to several questions regarding the call’s purpose when you tap the prompt. For example, you may wish to change the details of an airline reservation or cancel a trip. When a service representative is on the line, Google will phone you, and you will receive SMS updates about wait times.

There are certain restrictions. Since this is an experimental function, there may be issues, and not all customer service numbers will be supported. According to a list that 9to5Google was able to obtain, it presently focuses in airlines, telecommunications businesses, big-box retailers, insurance providers, mail carriers, and more.

The company’s Search Lab currently allows US residents to “Talk to a Live Representative.” If you utilize Search Lab, you can use the tool on the desktop Chrome browser and the Google app for iOS and Android. The corporation has not stated when a wider deployment of this is planned.