Imagine being able to tell an app to call the IRS during the day, endure the on-hold wait times, then ask the question to the IRS rep and log the answer. Then deliver the answer when you get home. Or, have the app call a pharmacy every month to refill prescriptions. For some drugs, the pharmacy requires a manual phone call to refill which gets very annoying. So many use cases for this.
The point if phone lines is to waste the client's time. Not to have the client waste their time.