What? This is patronizing and maybe a bit insulting. If you call a helpdesk agent - they have to query the system to pull up your case. The UX is a bit differ

What? This is patronizing and maybe a bit insulting. If you call a helpdesk agent - they have to query the system to pull up your case. The UX is a bit different now. That's it. Your 'anthropomorphising projectION' here is the issue, not the person using basic tools to help you - as they always have.