I worked at AWS in the ProServe division during the height of Covid, every state was so swamped with calls about various government services we had to automate

I worked at AWS in the ProServe division during the height of Covid, every state was so swamped with calls about various government services we had to automate calls as much as possible and figure out other ways to “deflect” calls from call center agents. This was before AI when you had go use old school intents based systems like Alexa, Siri and Google did pre AI.