Unfortunately there's a dark incentive. Providing support costs money, but an automated phone menu does not (or at least, it's negligible). So you want to chuck your customers into hold music hell and winnow out as many as you can. This also makes your staff scheduling easier.

If your customers are captive, this is all upside. And most customers will tolerate this. The ones that do churn somehow don't generate blame for the psychopaths who implement this hostile practice, those bastards cut support costs and get promoted out.