Google Debuts New Features That Make Call Centers Less Frustrating
Image via Google
Together with the launch of the brand-new Pixel 6 and Pixel 6 Pro smartphones, Google is also introducing new features to its Phone app that’ll make navigating call centers much simpler.
First, ‘Wait Times’ helps users gauge how long they can expect to hold the line before a representative gets to them. Even before tapping on “call,” one will be able to see the current and projected wait times for the entire week. This allows you to plan ahead, so you can reach an operator in the quickest time possible.
Image via Google
Once you’ve made the call, the second feature ‘Direct My Call’ takes over. We’ve all been stuck trying to make sense of the numerous rules given out by a robotic voice, guessing if we should dial one or two to get to the right person. Now, this function uses advanced speech recognition to determine the call center’s options, writing them out on the screen so you can choose which to select.
‘Wait Times’ and ‘Direct My Call’ are the perfect companions to Google’s earlier innovation, ‘Hold For Me’. Launched last year, it allows a voice assistant to take over the phone while you’re on hold. Once it identifies that an actual person’s on the line, it’ll notify you to get back on the line, so you don’t have to spend hours with your ears pressed up to the receiver.
Image via Google
These helpful hacks will be available on Pixel 6 and Pixel 6 Pro phones starting today. While Google has yet to make an official announcement, we won’t be surprised if it eventually rolls out to older Pixel models or the wider Android community, too.
[via Google]
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