How would this solve that problem? I can't see anything in what they've suggested that will actually reduce the amount of time spent on the phone, other than

How would this solve that problem? I can't see anything in what they've suggested that will actually reduce the amount of time spent on the phone, other than eliminating a small class of short simple phone calls, e.g. "what are your opening hours". It's also weird they're presenting this as if it's innovative and offering a product in a space to which solutions don't already exist, when they do.