This tutorial teaches developers how to route customer service calls to agents in a PHP application using Twilio Programmable Voice and Laravel. To achieve this, they need to set up a new Laravel project, install the Twilio PHP SDK, and create a CallController that handles incoming call requests. The controller uses TwiML to construct a response when a call comes in, including gathering user input and redirecting to a third-party phone number or inspirational message. The tutorial also covers registering routes for the CallController, updating webhook settings with ngrok, and testing the application.