Honestly, can't say I disagree with this as a solution for first tier at least at this point. As others have pointed out, this can potentially end phone menu trees. Not to mention that they will likely allow the AI, as an expert system, to actually not use ridiculous call center scripts. I still absolutely think that you need human problem solvers to escalate to, but the first people you usually get on the phone are often not problem solvers. I was on the phone for support with a fast charging station the other day, we were past half an hour on the phone call after many, many "please wait a moment sir" and long silences interspersed with requests for basic information that should have been gathered in the first minute (it was at least 20 minutes in before they bothered to establish my location, the name of the charging port I was at, etc.). Basically, by the time they actually got to the point of actually wanting to try something, I had just gotten a text from my family to come and pick them up. My guess is that, aside from having no idea what they were supposed to be doing, they were also probably overloaded like many call center workers. Probably answering not only chats as well as phone calls, but also quite possibly handling multiple phone calls at once as well.
AIs can handle multiple calls at once without making you wait on hold, and they can get to the point pretty quickly and, if they have the right training data, they aren't clueless about what their job is. So, a well done AI is going to be vastly better than most of the humans you encounter at many call centers. Of course, that's no substitute for the experienced human that you can eventually get after dealing with a clueless human for a while, but the AI can still escalate you if it can't help.
Then, there's the communication issues. AI voices these days tend to be more understandable than humans. Not just because they can be made to speak pretty much any language or assume an accent that is clearly understandable to the listener. I don't just mean because of foreign language speakers either, people with heavy regional accents who speak your own language can be just as hard to understand sometimes over the phone. Not to mention, the AI has no need to constantly put you on hold and off (during which humans are usually cutting off parts of their own message), it doesn't have background noise, it isn't using a microphone that might not work well, and just in general, there are less physical, electrical, and digital layers involved in getting their voice to you. Then going the other way, we have gotten to the point where, though AI might not be better at picking out what you are saying than the best human, it's better than the average human.
All that said, AI is definitely not ideal at this point. It's just probably better than the average call center frontline human if it's properly prepared.