Amazon's latest Alexa skill connects Audible listeners to a customer service representative on command

While voice technology continues to improve and grow in popularity as a means to enhance customer service, Amazon's audiobook service Audible is taking a slightly different approach: offering customers a direct line to human service representatives through its Alexa assistant.

The features works by letting Audible customers say, “Alexa, call Audible,” and connecting them to a representative to help them fix an issue, find book recommendations and other tasks. The voice command function operates differently than calling a mobile number or landline: The company worked to create its own unique internal tool for Echo-owning Audible subscribers, though what exactly that means for customers has not been made public yet.

Amazon aims to compete with Google's to-launch voice command service Duplex, which lets Google Assistant users make calls, reservations and appointments through voice tech, though this would be fully automated, unlike Audible's Alexa skill that includes a human element.

Audible | Alexa


Lead image: stock photos from Irina Soboleva S/Shutterstock

While voice technology continues to improve and grow in popularity as a means to enhance customer service, Amazon's audiobook service Audible is taking a slightly different approach: offering customers a direct line to human service representatives through its Alexa assistant.

The features works by letting Audible customers say, “Alexa, call Audible,” and connecting them to a representative to help them fix an issue, find book recommendations and other tasks. The voice command function operates differently than calling a mobile number or landline: The company worked to create its own unique internal tool for Echo-owning Audible subscribers, though what exactly that means for customers has not been made public yet.