I cannot read this article, but this may be partly confused what this function by Carbyne does. If there is a flood of critical systems, it just plays an auto message "If this is about X, thank you and we know about it" if you called from the same area.

I don't remember from prior articles if at that point you just stay on the line, or if you need to press a button. It is not going through an AI voice call tree.

It says its main function is to recognize if the call is related to a previous incident already registered. If it is, then the AI provides an update on the matter, otherwise it directs the caller to a human