In E60 of Localogy’s This Week in Local podcast, co-hosts Mike Boland and Charles Laughlin debate the merits of a new experiment from Google that applies AI to a common pain point. 

Mike describes how Google, a company prone to testing “products in the wild” has rolled out something called “Talk to a Live Rep” (in open beta). This uses AI to address a common consumer pain point, waiting on hold to talk to a live agent. 

Mike sees this innovation within the broader context of Google’s AI strategy, particularly in the wake of earlier criticism that Google, a company long steeped in AI, was late to the game and got beat on consumer AI products, namely ChatGPT. In essence, Google is pursuing Talk to a Live Rep in the same manner as it has rolled out all of its famous consumer products. 

“This product is one of many sort of loss leaders that Google has. Everything from Gmail, to Google Voice to other things, where it basically just sort of locks you into their ecosystem,” Mike says on the episode. If you are interested in reading Mike’s Localogy article on Google’s “Talk to a Live Rep” product, you can read it here.

Like, Follow, Rate, and Review

This Week in Local is Localogy’s weekly podcast featuring engaging conversations on topics important to the local digital ecosystem. Please subscribe to This Week in Local wherever you listen to podcasts.

Please give This Week in Local a rating and a review on Apple Podcasts. Just give us your candid feedback on how we’re doing. Your engagement is critical to helping others find This Week in Local and add it to their weekly podcast rotation. 

Would you like to recommend a guest, ask a question, or sponsor an episode? Drop us a line at podcast@localogy.com.