Say Goodbye To Hold Music

Digital Marketing
Posted: September 30 2020 @ 14:00 PM | From:

Sometimes, a phone call is the best way to get something done. We call retailers to locate missing packages, utilities to adjust our internet speeds, airlines to change our travel itineraries...the list goes on. But more often than not, we need to wait on hold during these calls—listening closely to hold music and repetitive messages—before we reach a customer support representative who can help. In fact, people in the United States spent over 10 million hours on hold with businesses last week.

Save time with Hold for Me

Hold for Me, our latest Phone app feature, helps you get that time back, starting with an early preview on Pixel 5 and Pixel 4a (5G) in the U.S. Now, when you call a toll-free number and a business puts you on hold, Google Assistant can wait on the line for you. You can go back to your day, and Google Assistant will notify you with sound, vibration and a prompt on your screen once someone is on the line and ready to talk. That means you’ll spend more time doing what’s important to you, and less time listening to hold music.
Hold for me call

Tap “Hold for me” in Google’s Phone app after you’re placed on hold by a business.

Hold for Me is our latest effort to make phone calls better and save you time. Last year, we introduced an update to Call Screen that helps you avoid interruptions from spam calls once and for all, and last month, we launched Verified Calls to help you know why a business is calling before you answer. Hold for Me is now another way we’re making it simpler to say hello.

Powered by Google AI

Every business’s hold loop is different and simple algorithms can't accurately detect when a customer support representative comes onto the call. Hold for Me is powered by Google’s Duplex technology, which not only recognizes hold music but also understands the difference between a recorded message (like “Hello, thank you for waiting”) and a representative on the line. Once a representative is identified, Google Assistant will notify you that someone’s ready to talk and ask the representative to hold for a moment while you return to the call. We gathered feedback from a number of companies, including Dell and United, as well as from studies with customer support representatives, to help us design these interactions and make the feature as helpful as possible to the people on both sides of the call.

While Google Assistant waits on hold for you, Google’s natural language understanding also keeps you informed. Your call will be muted to let you focus on something else, but at any time, you can check real-time captions on your screen to know what’s happening on the call.

Keeping your data safe

Hold for Me is an optional feature you can enable in settings and choose to activate during each call to a toll-free number. To determine when a representative is on the line, audio is processed entirely on your device and does not require a Wi-Fi or data connection. This makes the experience fast and also protects your privacy—no audio from the call will be shared with Google or saved to your Google account unless you explicitly decide to share it and help improve the feature. When you return to the call after Google Assistant was on hold for you, audio stops being processed altogether.

We’re excited to bring an early preview of Hold for Me to our latest Pixel devices and continue making the experience better over time. Your feedback will help us bring the feature to more people over the coming months, so they too can say goodbye to hold music and say hello to more free time.

Link to full article

Related Articles

  • Today Posted: October 24 2020 @ 10:39 | From:

    Google Shopping Tries To Help You Find Good Deals With New Shopping Insights

    The launch of Google Shopping was considered to be a real game changer, and a big part of the reason why that is the case has to do with the fact that most users would be able to use the price tracking feature that came with this app that would show you upcoming discounts as well as cheaper versions... Read more

  • Today Posted: October 24 2020 @ 8:30 | From:

    These Four Chinese Companies Are Dominating Global Ecommerce

    Ecommerce has become a ridiculously valuable industry, pulling in around $3.4 trillion in the previous year. The truly incredible thing about this industry is that it is thoroughly dominated by Chinese companies, with four in particular owning 44% of the entire market. This is partly because of the... Read more

  • Today Posted: October 24 2020 @ 6:45 | From:

    Appointy: All-In-One Online Scheduling For Your Business

    Businesses that have service-based offerings are constantly on the lookout for ways to make it easier for clients to purchase their services or reserve their time. An appointment scheduling tool like Appointy is a seamless way to achieve this since you can provide the convenience and flexibility of... Read more

  • Today Posted: October 24 2020 @ 5:35 | From:

    9 TikTokers With Amazing Educational Content

    Social media has entered our lives, helping millions of people around the world earn money by creating and sharing content. Even though Instagram and TikTok are mostly about entertainment and fun, some accounts indeed have a mission to enlighten followers with some useful information.Photo: Kon Kara... Read more

  • Today Posted: October 24 2020 @ 5:31 | From:

    Facebook Grows And Learns From One Of Its Most Heated Crises

    During the summer of this year, the world witnessed one of the most heinous and bigoted incidents to ever have been recorded. The murder of George Floyd, who died in a racially motivated encounter with officers from the Minnesota Police Department. The incident, which resulted in Floyd’s death, was... Read more