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this post was submitted on 17 Feb 2024
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This is the best summary I could come up with:
The new feature, called “Talk to a Live Rep,” would get rid of the need for users to wait countless minutes, and sometimes hours, listening to hold music trying to get connected to a customer service agent.
With Talk to a Live Rep, Google’s systems will navigate the phone tree for you and then call you back when a customer service agent is available.
Talk to a Live Rep proactively calls the business on your behalf, getting rid of the need for you to enable the whole process yourself.
Google will then send you SMS updates about its progress and will then call you once a customer representative is available to speak with you.
The supported businesses include Alaska Airlines, Delta Airlines, JetBlue, Best Buy, Costco, Walmart, Boost Mobile, Samsung, ADT, Instacart, UPS, Zelle, State Farm and more.
As with any other experimental feature, it’s unknown when Talk to a Live Rep will reach a wider audience.
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