The Tech Blog Writer Podcast - Inspired Tech Startup Stories & Interviews With Tech Leaders, Entrepreneurs And Innovators

Voice has always been a powerful way to connect with customers, but until recently, voice AI struggled to deliver the kind of seamless experience we associate with great service. That is starting to change. In this episode, I catch up with Sam Richardson from Twilio to discuss the renewed momentum behind voice AI and what it means for the future of customer experience. Sam explains why voice is gaining relevance again. It is not just because the technology has improved, but because customers still prefer natural conversations when solving problems.  According to Twilio’s research, more than half of customers want to know when they are speaking to a bot, while nearly half do not mind as long as their issue gets resolved. That balance is important. It is not about deception. It is about resolving problems efficiently without losing the human touch. We talked about the balance between automation and empathy. Sam emphasizes the importance of escalation paths. When a customer is frustrated, repeating themselves, o