In Europe I know a few service providers (not many!) who let you have them call you back.

You either go online, or set it up from the voice bot, and when it's your turn the provider just calls you back. We're at the point where phone calls are so cheap that I doubt it costs them more than the salary of the representative.

So what Google does is pretty much using AI to work around the fact that service providers don't provide this simple service.