It feels a bit like moving the car aircon controls to a digital touchscreen display, sure it sounded like progress, but it really just made things more ambiguous and harder to use.
Having a tone dial menu works as long as there are only a few places to route you, and as long as all situations only have a handful of answers.
Furthermore, you can have tricks like looking for keywords in your human speech to make sure the guy you get patched to has the expertise to help you. If you say "my router won't turn on" you won't be sent to a password reset monkey.
At least, that's the theory.
I would claim that game AI almost seems natural to some people even though some are basic FSMs but thats because they study the user and the experience first and add game design before creating the program. A lot of what people do now is create the AI program, feed data, train and then think about the user or not even think about the user and instead talk about recall or metrics etc.
Human speech and language itself is significantly more nuanced and also evolving over time.
I'm not suggesting fun general NLP-based AI but to make those constrained to a certain problem space better.
Edit: I noticed I didnt clarify this before but I meant AI as in chatbots that were mainly for customer support or inquiries etc.