The right pattern is to put them directly in a queue to talk to a person, but have an system (AI or otherwise) in the queue to gather the minimal information. Like having the person explain the problem (and have something transcribe it) and have the system transfer them to the appropriate team after parsing their problem.
Or for really common cases (ie. turn it on and off, you're affected by an outage, etc), redirect them to an prerecorded message and then let them know that they are still in the queue and can wait for a person. 9/10 it'll solve everything, but also reduce friction of simple things that might be answered.
Or for really common cases (ie. turn it on and off, you're affected by an outage, etc), redirect them to an prerecorded message and then let them know that they are still in the queue and can wait for a person. 9/10 it'll solve everything, but also reduce friction of simple things that might be answered.