Google has confirmed that it is currently testing a new feature called "Talk to a Live Rep" that aims to revolutionize the customer service experience for users in the U.S. The feature, which is available to users enrolled in Google's Search Labs program, allows Google to place a call to a business on the user's behalf, navigate the phone tree, and wait on hold until a live representative is available. Once connected, Google will then call the user back, eliminating the need for users to spend countless minutes listening to hold music.

While similar to the Pixel's "Hold for Me" feature, Google's "Talk to a Live Rep" goes a step further by proactively handling the entire process, allowing users to simply pick up their phone when the customer service agent is available to speak to them. This feature is available on all devices, unlike "Hold for Me," which is limited to Pixel phones.

When users search for a company's customer support number, Google displays a "Request a call" button for supported businesses. Users can select the reason for their call, and Google will provide SMS updates on the progress of the call before connecting them to a live representative.

The timeline for when the "Talk to a Live Rep" feature will be available to a wider audience remains unknown, as the feature is still in the experimental stage. This innovation by Google demonstrates the company's commitment to improving the customer service experience and streamlining the process of connecting users with live representatives efficiently.