Usually some kind of web/mobile app or online form fit the scenario better, since using "bot" or speech-to-text to extract customer's inquiry might be excessive

Usually some kind of web/mobile app or online form fit the scenario better, since using "bot" or speech-to-text to extract customer's inquiry might be excessive for brick-and-mortar businesses. However, some customer engagement platforms like Twilio have a feature that fit what you described, I think it's called Programmable voice.