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What you need to know
- Google is testing a new feature in Google Search Labs that calls a company’s customer service line on your behalf.
- This is called “Speak to a Live Agent,” and it takes the navigation and hold time out of the call.
- Once the agent connects to your phone, Google will call you and connect you to the agent.
Google is trialling new features in Search Labs that will initiate calls on your behalf, wait on hold, and connect you to a customer service representative. It’s called “Talk to a Live Recommendation,” and you can now enable it in his Search Labs in the Google app for Android. However, it is currently being tested and is not available to everyone.
This feature is uniquely designed to connect users to a customer support line. When you ask Google for a company’s customer support number, a knowledge panel containing that number will often appear in the search results. Search Labs[ライブ担当者と話す]Once enabled, a new button for this feature will appear at the bottom of the knowledge panel. This was first discovered by his Android feature spotter Sterling in his post on X.
According to Google, Talk to a Live agents can “put you on hold and connect you with a live agent.” This may sound similar to Pixel’s Hold for Me, but this new feature is more robust. Hold for Me requires users to initiate a call and navigate an automated menu to get to the right place. Only then can Hold for Me take over while you are on hold.
With Talk to a Live agent, Google handles the entire process, from initiating the call to going to an automated menu to holding the call. Once you’re connected to a live support agent, Google will call you at a pre-specified phone number and take over the call.
Currently, the service is very limited, supporting only 30 companies across five categories: airlines, communications, retail, hospitality, and insurance. Here is the complete list:
- Airlines: Alaska Airlines, Delta Air Lines, JetBlue Airways, Southwest Airlines, Spirit Airlines, United Airlines
- Telecommunications: Assurance Wireless, Boost Mobile, Charter Communications, Cricket Wireless, Samsung, Sprint
- retail: Best Buy, Costco, GameStop, Home Depot, Walmart
- service: ADT, DHL, FedEx, Grubhub, Instacart, Securus Technologies, Stubhub, UPS, Waste Management, Zelle
- insurance: Essurance, State Farm
You will notice that this list is far from complete, except for some of the biggest companies in their respective markets. For example, AT&T and Verizon are two of the largest telecommunications providers, but both are noticeably unsupported. However, given that this is just a pilot, Google may add support for more companies in the future.
To try it yourself, open the Google app on Android and click[Search Labs]Look for the button. If you have access, the “Speak to a Live Representative” experiment should appear at the top of the list.[ライブ担当者と話す]Tap the toggle below and you’re ready to try this feature.
When you start a Talk to a Live agent session, you’ll be asked a few short questions about why you’re seeking support. This helps Google direct your calls to the right place. After that, you can forget about the call until it’s time for you to take over.
If you’re trying to use a Talk to a Live representative outside of business support hours, Google will notify you when the support line will next be available.
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