Replying to @percent@infosec.pub
AI is absolutely not needed for this, and is only a liability.
They could say “press 1 if you are calling about X” or even “if you are calling about X, we are already aware of it. If not, you will be transferred to an operator in a moment”.
An automated system like this is easy to implement, easy to audit, and will fail in expected and managable ways.
AI is nondeterministic, and will fail randomly in very unexpected ways.