Alongside Pixel 6, Google unveils Wait Times, which lists the current hold time for a customer support number, Hold for Me, Direct My Call, and more

The Verge 2021-10-20 Richard Lawler

Context & Ripple Effects

Google had already made support part of the Pixel proposition with 24/7 voice and text support plus screen sharing, then added Assistant monitoring for calls on hold. Wait Times and Direct My Call extend that approach from Google’s own support access to navigating customer-service calls more broadly.

The Pixel 6 launch therefore couples handset hardware with phone-call automation that reduces the time and menu complexity users face when contacting businesses.

First-order effects

Pixel 6 users gain tools that surface reported support hold times, monitor holds, and help navigate automated call menus.
Google gives Pixel a more distinctive calling-and-support layer at the point of its new handset launch.

Second-order effects

Google’s earlier support promise becomes more operationally useful: users can spend less time waiting or listening to phone trees rather than merely having a support channel available.
The feature set establishes a foundation for later Assistant call-screening work, including the Hello button for screening calls added in subsequent Pixel updates.

Third-order effects

If Google continues moving Assistant from call monitoring to call handling, the phone app becomes a service-navigation interface rather than only a dialer; the later live-representative calling test shows that direction.
Pixel differentiation increasingly rests on integrated Assistant capabilities whose usefulness accumulates across support, calling, and device updates.

The trend: Google is turning Pixel’s phone experience into an Assistant-mediated layer for reducing customer-service call friction.

Discussion

@brianroemmele Brian Roemmele on x
Perhaps one of the most powerful aspects of Google's announcement today is this useful #VoiceFirst AI technology allowing for the AI to wait in hold for you as well as understanding the IVR insane “press 1 for” menus of options. https://twitter.com/...
@markgurman Mark Gurman on x
Google finally announced a Pixel that people are rushing to buy. But their website keeps crashing for many customers, preventing orders from being placed. #R013 https://www.bloomberg.com/...
@sundarpichai Sundar Pichai on x
We're launching Pixel 6 and Pixel 6 Pro today! They're unlike any phone we've built before, with a new industrial design, Android 12 with Material You user interface, and running on our custom Google Tensor chip. Can't wait to see how people use them:) https://blog.google/... htt…
@stshank Stephen Shankland on x
Google leans into the camera bump with the camera bar. (Thank goodness phone makers have gone this route, says this photographer, because physics means size matters.) Pixel 6 Pro has a folded telephoto lens for 4X zoom. Pixel has just wide and ultrawide. 8/ #GooglePixel6 https://…
@laurengoode Lauren Goode on x
Take this for what it's worth: I would be switching full-time to a Pixel if it wasn't for iMessage.
@skylleddev Kyle Bradshaw on x
“Pixel 6 Pro was inspired by the finishes you see in luxury jewelry 𝘢𝘯𝘥 𝘸𝘢𝘵𝘤 𝘩𝘦𝘴.” Then make one. https://blog.google/...
@sachinkalbag Sachin Kalbag on x
India *still* not on the availability list https://twitter.com/...
@mishaalrahman Mishaal Rahman on x
Despite how many Pixel 6 leaks there have been, Google still managed to surprise us on a few things. I don't think any leaks mentioned the new “Wait Times” and “Direct My Call” features. https://www.blog.google/... https://twitter.com/...
@google @google on x
Our phones have evolved, but making phone calls has mostly remained the same for decades. Today we're introducing new features that will help you save time waiting & navigating menus while calling with your Pixel 6 and Pixel 6 Pro in the U.S. https://blog.google/... #Pixel6Launch…
@google @google on x
The wait is over: Pixel 6 and Pixel 6 Pro, the completely redesigned Google phones, are here. 🥳 Powered by Google Tensor, our first-ever processor, both phones are fast, smart, secure and designed to adapt to you. Learn more → https://blog.google/... #Pixel6Launch
@ronamadeo Ron Amadeo on x
Should have used AWS. https://twitter.com/...
@stshank Stephen Shankland on x
I've been using the Pixel 6 and Pixel 6 Pro for a few days and can say they're the most polished, impressive Pixel devices so far. Nice design, very snappy, nice screen, good battery life, some camera improvements, especially the 4X zoom when it's bright out. 30/ #Pixel6Launch
@pierce David Pierce on x
This is such an underrated thing, generally speaking. Right-to-repair, sustainability, all that only goes as far as software updates allow; five years of updates is huge https://twitter.com/...
@raywongy Ray Wong on x
Pixel 6 does 4K 60 fps HDR video capture #Pixel6Launch https://twitter.com/...
@ronamadeo Ron Amadeo on x
The Pixel 6 prices are officially $599 and $899, which is an INCREDIBLE price. Spec for spec they are both around $300 cheaper than Samsung MSRP. Google will sell as many Pixel 6s as it can manufacture.
@vladsavov Vlad Savov on x
Google has some nerve talking about fast charging on the Pixel 6 when it ships no charger in the box.
@stshank Stephen Shankland on x
“With Tensor, we're connecting Google's AI breakthroughs directly to Pixel,” says @rosterloh. Speech recognition and more. 5/ #GooglePixel6 https://twitter.com/...
@madebygoogle @madebygoogle on x
We're excited to finally properly introduce ourselves. 👋🏾 Meet #Pixel6 and Pixel 6 Pro, the completely reimagined Google phones: https://pixelevent.withgoogle.com/ #Pixel6Launch https://twitter.com/...
@caitlin_mcgarry Caitlin McGarry on x
The Pixel 6 is finally here, and as someone who was mostly unimpressed by the Pixel lineup prior to now, I'm seriously intrigued by this first look from @samrutherford: https://gizmodo.com/... https://twitter.com/...
@dcseifert @dcseifert on x
here's my piece on the new Google Pixel 6 and 6 Pro, along with hands on impressions and a great video from @beccafarsace: https://www.theverge.com/... https://twitter.com/...
@aschilling Andreas Schilling on x
The two Cortex-X1 CPUs do run at 2.8 GHz, the two Cortex-A76 at 2.25 GHz. Why Google os using the Cortex-A76?: “Google is now using the A76 design but on a 5nm chip, so (...) Google's A76 should put out less heat than an A78 chip.” https://arstechnica.com/...
@ohmdee @ohmdee on x
“The Pixel 6 can run Google's HDR+ algorithm on 4K video for every single frame at 60FPS. Google actually built a specific accelerator for this algorithm into the Tensor Image Signal Processor (ISP). This should bring the signature Pixel look to videos.” https://twitter.com/...
@caro_milanesi Carolina Milanesi on x
I get wanting to differentiate but I would not push so hard against @Qualcomm as most of the @Android ecosystem depends on their tech and it is not like magically every user will switch to a Pixel #Pixel6Launch
@halidecamera Halide on x
Pixel 6's new Motion Mode is kind of like our other app, Spectre, integrated into the main camera app. Fun! #Pixel6Launch Apple enjoyed it so much they awarded it iPhone App of the Year in 2019 ✨ https://apps.apple.com/... https://twitter.com/...
@google @google on x
Pictures reflect how we see each other and the world around us, but historically, racial bias in camera technology has overlooked and excluded people of color. See how we're building a more equitable experience in our newest camera & imaging products. https://blog.google/... http…
@madebygoogle @madebygoogle on x
#MagicEraser in @GooglePhotos means you'll have the starring role in all of your photos. Get extras out of the frame (as you can see in before/after below!) Available only on #Pixel6 and Pixel 6 Pro. #Pixel6Launch https://twitter.com/...
@ashleyrcarman Ashley Carman on x
google's new magic eraser feature really got me wondering about how george's photobomb seinfeld episode would play out today https://twitter.com/...
@google @google on x
Don't let an accidental photobomb ruin your picture. Magic Eraser on Pixel 6 allows you to remove unwanted distractions — like people in the background or power lines — right from the @GooglePhotos app. See how → https://blog.google/... #Pixel6Launch https://twitter.com/...
@tomwarren Tom Warren on x
Google's new Magic Eraser feature on the Pixel 6 looks amazing. If it works the way Google says it will, this will bring Photoshop-level editing features to the photos you take from your phone https://twitter.com/...
@jeremyburge Jeremy Burge on x
People are going to love this Magic Eraser feature on the Pixel https://twitter.com/...
@piershr Piers Harding-Rolls on x
Google's Pixel Pass bundled subscription confirmed at $45/$55 a month for 2 years. Goes further than Apple One adding hardware Includes: >Pixel 6 or Pixel 6 Pro >YouTube Premium >YouTube Music Premium >Google One 200GB >Google Play Pass >Device care https://www.google.co.uk/...
@google @google on x
#Android12, which starts rolling out on Pixel 3 and above today, delivers even more personal, safe and effortless experiences on your device. Here are a dozen of our favorite new features that are coming to @Android 12 → https://blog.google/... #Pixel6Launch
@madebygoogle @madebygoogle on x
Us 🤝 @Snapchat #Pixel6 is the fastest phone to make a Snap thanks to Quick Tap to Snap! And check out Pixel lenses and other exclusive features too! #Pixel6Launch https://twitter.com/...
@snapchat @snapchat on x
We teamed up with Google Pixel to make Pixel 6 the fastest phone to make a Snap. With Quick Tap to Snap, you'll be able to open the Snapchat camera right from the lock screen! Look out for the feature and more #Pixel6 announcements coming soon. https://twitter.com/...
@mrjaywashington Jay Washington on x
WHO IN THE YEAR OF OUR LORD, 2021 is basing their purchase of a cell phone on how quick they can make a “snap”? No one that's who. https://twitter.com/...
@caseynewton Casey Newton on x
@JuddLegum I think smartphones are just a really mature platform right now, waiting for the next innovation. Feels like how laptops were before Apple came out with the M1 chips
@vladsavov Vlad Savov on x
Qualcomm's appropriate response would be to say, call me when you sell more than 1% of the world's smartphones.
@vladsavov Vlad Savov on x
'Mobile chips simply haven't been able to keep pace with Google research, and rather than wait for them to catch up, we decided to make one ourselves.' Driving the knife deeper into Qualcomm's chest.
@raywongy Ray Wong on x
Intel yesterday: Qualcomm today: #Pixel6Launch [gif of a man in despair]
@juddlegum Judd Legum on x
@CaseyNewton I feel like these tech events were genuinely exciting for a few months around 2007 or whenever they intro'd the iPhone and now it's a dozen years later and people are still covering all these product launches even though there is absolutely no news
@caseynewton Casey Newton on x
Reading the coverage of today's Google event and the vibe is very “the Pixel 6 is certainly a phone that exists”
@brianroemmele Brian Roemmele on x
Boom! Google Tensor Chips have afforded the company with a massive lead in #VoiceFirst technology. The non-cloud, on device recognition models are spectacular. I own a Google phone just for this feature and will buy Pixel 6, just for this feature. Apple has failed to keep up. htt…
@jonyiveparody @jonyiveparody on x
This is like watching an Apple keynote that you ordered off Wish. #Pixel6Launch #Pixel6
@thisisnoahevans Noah Evans on x
Google: “The new chip unlocks new capabilities, so we upgraded the cameras” Apple: “The new cameras unlock capabilities only made possible by the new chip” See how Apple manages to praise both, and makes the cameras also seem like new & innovative technology?
@reneritchie Rene Ritchie on x
@JoannaStern Every year I want to believe them but then every year they totally repudiate the previous year's version. They still have no clear direction between CFO wanting an iPhone money maker, Engineering wanting a dog-food machine, and PM not paying attention until ship time…
@vladsavov Vlad Savov on x
Every time I watch a Google or Microsoft product event, I'm reminded of how awesome Apple is at this. Everyone else's stuff feels like an infomercial and I end up turning off. Apple is just better, sharper, pithier.
@thurrott Paul Thurrott on x
So what's plan B, Pixel fans? Just buy an iPhone? Kidding. But seriously.
@joannastern Joanna Stern on x
Right now everyone in my feed is tweeting about the Pixel. This happens every year. And every year no one really buys these phones. They buy Apple and Samsung. This year Google says NO MORE. It's ready: https://www.wsj.com/... https://twitter.com/...
@backlon Dieter Bohn on x
I also asked about some of the anti-trust issues facing Google and Android. Pichai says that Google Play is the “main source of revenue” for Android. That's not typically how many think of how Android makes money for Google. https://twitter.com/...
@backlon Dieter Bohn on x
Osterloh and Pichai are not shy about wanting this year's Pixel to be the breakout, going so far as to admit that they haven't been super ambitious the last coupe years in the buildup to this phone.
@backlon Dieter Bohn on x
I sat down with Sundar Pichai and Rick Osterloh to talk about their ambitions with the Pixel 6, Tensor, Google hardware, and the Android ecosystem at large. It's up in the Vergecast feed and on our website: https://www.theverge.com/...

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