An elderly customer calls — does the AI adapt?

Yes, by construction: short sentences, one question at a time, no jargon, a written confirmation after the appointment — that's the default style, not an option. The text is precisely the most comfortable channel for many older people: no voice menu to sit through, no machine to talk at. If the person explicitly asks for a human, a callback instruction gets noted, and escalation is immediate on the Pro tier. Honest limit: some callers prefer voice over text — those, you call back, and the dashboard shows them to you clearly.