It’s called read the green. You ask a question and the system automatically provides the response to the closest question in the data base(like ten different questions with one response each).

If you get a real human the read the green system gives multiple options for them to respond with.

At least that’s how it worked at my former employers company’s computer system for customers service. Also the higher up in the corporate ladder you are the system gives you more options or the flexibility to do whatever you need to do.