Just what consumers have been clamoring to do: talk to more customer service robots.
If GOOG can actually make this process better (like in their example, if they could have texted me the buried link on fidelity.com that I could do what I wanted to do) than I'm stoked. Less stoked since this seems like a weird product for Google to build, and a prime product for them to try & shut down 18 months from now.
[Disclaimer: I work on the Chatbase team]
On the enterprise level, this is actually pretty common. I've personally implemented this several dozen times for VIP lines. For enterprises, though, it's important to understand that almost anything that happens in a call center is a cost to the company and rarely makes revenue. The company sees the call center, often, as a necessary evil. Having customers that could potentially have figured it out themselves talk to a human is really just taking time away from agents helping someone who couldn't "self-serve". You only really see this feature in cases where is almost always worth it for the company to have someone talking to an agent immediately.
If I call from the phone that's connected to my Bank of America account, I can access my account with just a four-digit number. If I call from another phone, I have to go through the full user verification.