Phone robots are awful. Just this morning I had to call Fidelity, and their phone robot made me type out my 50 character randomly-generated password on a 10 key. It then asked me to state my question, it guessed wrong, and the support agent had to re-ID me anyway just to transfer me to _another_ phone robot that again requested me to enter my password on a 10 key phone.
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.