What are your thoughts on customer service phone calls?

For example: You have a problem with your bill for your internet / phone line. You call into the company phone number and are asked numerous questions by an automated voice to get your account pulled up. Then you have to listen to their long prompts just to get to the number you need to push for your scenario. You’re also pushed to hang up and visit their super helpful website… Half the time you don’t get an option to speak to an actual person unless you keep hitting pound or all zeros to bypass the system. When someone finally does answer, you have to tell them again all your account info even though they supposedly had it pulled up.

Are they wanting you to get frustrated and hang up or do they actually think this system is helpful? An actual person answering would prevent 15min or more wasted.