Everyone dreads call menus / phone trees - chatbots are largely the same except there are easier & better UX alternatives in an online medium.
I ended up googling and found out a secret keyword to talk to an agent who one can directly say after choosing a language. I never have been connected faster to a human when calling a large companys hotline.
The audio from those calls is fed to a team of people who are responsible for teaching the system, so that the next model can be more accurate in directing calls.
I once met someone who had been working that gig while in university. Apparently the vast majority of the recordings are boring and easy enough for a human to classify, but some are just people rattling off swear words, screaming, etc.