What happened to phone calls

What happened to people answering their phones? Specifically I'm talking about businesses. If I call and want to do some troubleshooting for my computer, or book a flight, or any number of things, I obviously called because I want to talk to someone. If I didn't want to talk to anyone I would have tried to do whatever it may have been online. Calling is meant to be personal, not just a series of recording that ends in me likely getting nowhere.