Moonlightballroom

I have been researching different companies to handle our phone calls and I am very interested in voice biometrics. I had never before knew this was possible until I started researching this for our own problems and I have a few questions. How does it really work? How can this system take a language and actually translate it into a computer language and then respond? I think it sounds so state of the art but even with person to person phone calls there can be misunderstandings, how does an automated system do it?