I had a similar experience with Lexus car scheduling. They routed me to an AI that speaks in natural language (and a female voice). Something was off and I had a feeling it was AI, but it would speak with personality, ums, typing noise, and so on.

I gathered my courage at the end and asked if it's AI and it said yes, but I have no real way of verification. For all I know, it's a human that went along with the joke!