It's a really stupid way to do what they're trying to do. If you want software to be able to automatically make appointments for you, the way to do that is to have it talk to other software, not call a human on the phone. We've known description logics or models equivalent to description logics were the way to do that since the 80s, and the W3C has been making standards for doing that kind of thing for almost 20 years now. No one but AI geeks have gotten interested, probably because a receptionist is a lot cheaper than a logician. But the sane way to make that work is your website knows how to describe the services you provide in a way programs can reason with, and the users' phone app knows how to decide if what you offer is what the user wants. Edit: left implicit that an advantage of doing it the sane way is being able to assume that if a business isn't providing a way for customers to automate talking to them, they don't want customers to automate talking to them.