I've long thought that something like this, combined with something like twilio, would be killer for letting companies build ad-hoc customer support teams, and letting end users work their way up a customer support ladder (think small ecom sites that don't need a fulltime helpdesk but do need to handle inbound calls occasionally). You could build out a CSR script and route calls accordingly when people call your support line, and use human.io to put the data into your ticketing system / whatever.