Google is working on a feature for all its search users that will wait on hold during customer service calls for them

Google is working on a new feature within its Search function aimed at eliminating the need for users to wait on hold. The feature will hold the line for users and notify them when a customer service representative is available for a conversation.

The feature, according to 9to5Google, is currently available to Search Labs users, with the possibility of it expanding to the entire Search user base in the future.

Google is working on a time-saving feature designed to eliminate waiting on hold during customer service calls. Users simply search for a company that supports the feature, select the “Request a call” button, specify their query, and supply their contact information. Google then cues their call and waits for a representative on the user’s behalf. Once a representative is available, Google sends a notification and connects the user to the call.

At present, the feature is supported by a select group of companies, including major U.S. airlines, retail companies like GameStop and Best Buy, and insurance companies such as Esurance and State Farm. If Google’s trials prove successful, it’s expected that more companies will come on board and this could become a regular feature for Search users.

In an era rife with AI development and cybersecurity risks, this new feature from Google stands out for its user-focused simplicity and practical utility. The tool brings both convenience and time-saving capabilities, offering a potentially invaluable service to users needing to connect with customer service without the hassle of waiting on hold.