We know it works, because when playing the demonstration video an in-office Alexa speaker was activated, and instantly called Audible customer service. A representative was on the line in seconds. We explained what happened. She seemed disappointed, but gracious.
This may be the first use of Alexa in a customer support context. The voice AI is only serving to make connections between people, and is not actually answering any queries or handling service issues. Audible said the Alexa feature is doing more than simply dialing a phone number; it described the skill as a unique internal tool especially for Audible subscribers owning Echo devices, but has not given further detail about what makes it unique.