Having actual staff matters a huge amount for people with disabilities, given the different types of circumstances in which an automated system like an AI-based system—and I'm going to be very careful of that—could have barriers attached to it. People are able to break down barriers and solve problems in those types of phone call situations. It's also really important for people with communication disabilities, such as aphasia, or with intellectual disabilities to speak to an actual human being who can resolve the issues.
One thing that is very important about this is that there's a positive obligation for the staff who are on the phone to be very well trained and to be there to say yes and resolve issues instead of saying no and creating more barriers.