As a result of the pandemic, we are witnessing increasing interest by organizations for utilizing natural language processing and speech recognition solutions targeted at customer engagement and support — particularly in the form of smartbots, intelligent assistants, conversational computing, and other applications designed to automate customer requests and assist human agents with contact/call center operations. In this Advisor, we examine some of the types of NLP and speech solutions available to organizations and consider some of the issues to keep in mind when it comes to employing such offerings.