While a little bit of a rant (though fair, given the underlying frustrations), I do feel like it mirrors a lot of my experience. Customer service is not being

While a little bit of a rant (though fair, given the underlying frustrations), I do feel like it mirrors a lot of my experience. Customer service is not being optimized, it is being optimized AWAY. Going even further, it seems as if it couldn't possibly be made this hostile (eg. endless hotline holds; being bounced to different reps several times; not being able to speak to a human at all) unless the goal was explicitly to make it as miserable as possible for the customer. Problems will always occur, wether the company causes them or the customer, and humans need to be empowered to solve them effectively for all the edge cases where algorithms/AI/ML/etc can't, otherwise it's just a pile of misery. What incentives are missing to actually improve customer service?