Google tests a feature that calls businesses on your behalf and holds until an agent is available | TechCrunch::Google is testing a feature that places a call to a business , waits on hold and then give you a call once a representative is available.
And as businesses replace human phone support with AI, the future will just be two AIs waiting to talk to each other.
I’ll have my guy contact your guy
Business services are so shitty the answer is: another service.
Reminds me of supplemental insurance plans. Fractal capitalism.
The reason business service is so bad is because it actually hurts them to provide good service. Most of the time it’s someone complaining or asking the company for a refund, etc. It’s better for business to make the process as difficult as possible to discourage anyone from trying to lodge a complaint. It’s a type of dark pattern.
This seems like an overly complicated explanation when the alternative explanation is so simple: More call center employees can answer more phones, but call center employees cost money to hire, and businesses do not like spending money.
But the entire department is a loss for them… Can you tell me the last time you called customer support to give them more money?
It’s two sides of the same coin… It’s as simple as you say, but not as innocent
Our customer support is full of (older) people buying stuff from us. Not everyone likes using websites when a phone will work!
If they ever get this perfected, the next step would be to deal with the inevitable “you actually have the wrong department. Please hold while I transfer you to some other asshole”.
Then they’ll kill it like they do everything else. I won’t be using this or testing it because I have zero trust it’ll even exist next month.
I’ve been using it for months. I don’t expect it’ll be free forever, but I’m using it while it’s around. Not using it is like not watching a movie because it won’t be streaming on Netflix forever. Enjoy it while it’s here. Of course, if you didn’t want to support Google, that’s a different story altogether and I would support that.
