There’s a growing trend of people using voice-activated devices to get their problems solved quicker. Many of us have a smart speaker in our homes that acts as a voice assistant. We ask Alexa to order us more paper towels or to play Kanye’s latest album. There’s also an increasing trend of companies using devices like this for voice-based customer service, payment processing, and technical support.

Two of our Enterprise Solutions Architects, Wally Walikainen, and Rich Kopeikin, sat down to discuss how voice-based customer services are creating better customer engagement for companies and their customers.