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Google Eases the Pain of Calling Customer Support

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Oct 21, 2021, 11:28 AM   by Rich Brome   @rbrome

The newest version of Google's Phone app includes two major new features that make it easier to call businesses that make you navigate a menu tree and/or wait on hold before reaching a representative. The first feature, Wait Times, automatically displays a graph showing current and projected wait times for any specific toll-free number you're about to dial. If wait times are unusually long, you can quickly see when in the day or week they are likely to be shorter. The second feature, Direct My Call, automatically listens to and transcribes automated menus, turning them into a visual menu with simple on-screen buttons. The two features are available initially only on the new Pixel 6 series phones. Google often rolls out these types of features to new Pixels first, then to older Pixel models. Some such Pixel features are eventually made available to non-Pixel phones.

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