One part of my job is analyzing customer experience and the reputational risk and that also includes the automated phone system. On average, 45-50% of our calls can be handled through the automated system and don't even need to speak to an agent. If we didn't have an automated system, that means we would need to double the customer support staff and/or the customer would be on long waits. In my business, they are many specialties so routing customers to correct areas reducing transfers and hold time. Finally, our automated system is always being updated so the menu options do change regularly. I suspect that is the same with a lot of companies.