Narayan AmmachchiGoogle is testing a new AI tool that could shift the CX’s industry move towards automation, taking it back to a human-centered approach.
Google’s “Talk to a Live Rep” feature lets customers request a callback from customer service agents, potentially bypassing AI-powered IVRs and chatbots.
The feature could be a game-changer in an era where many customers crave human interaction during support calls.
This system bears resemblance to Google Pixel’s “Hold for Me” feature, which navigates phone menus and alerts you when a representative is available. While Hold for Me manages the phone tree, Talk to a Live Rep connects you directly with customer service agents.
Traditional customer service often involves frustratingly long hold times, especially when seeking live interaction. Google’s tool directly addresses this issue.
Currently in its testing phase for the US market, Talk to a Live Rep is poised for global expansion upon successful implementation. The feature will be accessible through the Google app on Android and iOS, as well as Chrome on desktop.
The Silicon Valley giant typically keeps its technology projects under wraps, but its executives reportedly chose to reveal Talk to a Live Rep after details on the new feature surfaced on social media.
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