Google Improves Business Calling Experience

Google Enhances Phone Calling Experience with New Pixel 6 Features

Concurrent with the launch of the new Pixel 6 smartphones, Google has refined a fundamental, yet frequently underestimated, aspect of device functionality: making phone calls. Previously, Google Assistant demonstrated capabilities in call screening and automated reservations through Duplex technology. Last year saw the introduction of a feature allowing the Assistant to wait on hold for users. Today, Google is both expanding upon these existing functionalities and introducing novel tools.

Predicting Wait Times for Toll-Free Numbers

A new feature, “Wait Times,” is now available on the Phone app for Pixel 6 and Pixel 6 Pro users. This feature displays an estimated wait time before connecting to a live representative when dialing a toll-free number. Users can view this projected duration not only for the current moment, but also for the remainder of the week, aiding in call timing decisions.

Google leverages data collection from its user base to provide this information. Similar to how Google Maps indicates business crowding levels using anonymized data, “Wait Times” are calculated from call length data gathered through the phone app. Google assures users that this data remains unlinkable to individual identities.

Navigating Complex Phone Trees with “Direct My Call”

The “Direct My Call” feature is designed to simplify navigating intricate business phone trees. Instead of manually listening and remembering numerous menu options, Google Assistant will now interpret the automated prompts for you.

This allows users to review the available options in text format, selecting the appropriate number to access desired information or connect with a live agent. Multitasking or temporarily setting down the phone becomes possible while the options are read aloud, offering a more convenient experience.

This new addition is also powered by Google Duplex technology, building upon its existing capabilities.

Understanding Duplex Technology

Duplex is often associated with the initial reservation-setting functionality. However, the technology’s scope extends beyond simply enabling natural-sounding conversations for scheduling appointments. It also excels at comprehension.

In the context of “Direct My Call,” Duplex utilizes advanced speech recognition and language understanding models to identify when a business requests user input – such as pressing a number, stating a keyword, or entering an account number.

Expanding Existing Features

Alongside “Direct My Call” and “Wait Times,” Google is broadening the availability of “Hold for Me.” Since its U.S. launch last year, this feature has collectively saved users over 1.5 million minutes monthly. Rollout to Pixel users in Australia, Canada, and Japan is scheduled for the coming months.

Enhanced Call Screening Capabilities

Google’s existing call screening functions are also receiving updates. The caller ID coverage, which already identifies spam and unknown calls, will now allow users to contribute data regarding incoming business calls.

Users can categorize the type of business initiating the call (e.g., debt collectors, financial institutions, utilities), providing valuable information to others who may receive similar calls. This data is shared anonymously, according to Google, and is expected to double the number of businesses with available caller ID information.

Call screening is also expanding to additional markets, including the U.K., France, Germany, Australia, Ireland, Italy, and Spain, in addition to its current availability in the U.S., Canada, and Japan.

Feature Availability

Google typically prioritizes new feature releases for its latest Pixel phones, with broader rollout to other Pixel devices or the Android ecosystem occurring over time. Consequently, “Wait Times” and “Direct My Call” will likely remain exclusive to Pixel 6 devices for the foreseeable future.

These updates represent a significant step towards streamlining and improving the often-frustrating experience of contacting businesses by phone.