Can confirm I had grammar for testing for various profanity and took that into consideration for whether to send to customer service in the IVR apps I developed.

The client really didn't want people sent to live agents if at all possible, as they only had a certain low number of agents and wanted to keep it that way, so we had extra prompts that tried to convince the user to give the app a try first before we did a transfer to an agent, but it was something that could start the process off.

And this was an IVR app for a Fortune 500 corporation, not a small company.