Yes, the article is explicit: "For more complicated tasks, such as making a driving test appointment at the DMV, the humans will do most of the heavy lifting. They’ll actually place a call to the DMV."
I think that also depends on who is actually completing/fulfilling the task, in the DMV example its AI adding context to a task that can't be automated easily.
The AI can still do the requirements/information gathering and leaving the job for a person to do. For common issues (support triage, customer service issues) even this still has significant value.
Equally from a training point of view, it may simply be the person correcting/confirming the AI is right, and leaving it to get on with the process, rather than fallover to the human completely.