When people get a hold of customer service over the phone, why do they...?
Sometimes the voice prompts are misleading or don't address the specific question, and the caller wants you to understand their specific concern, issue or report the problem. If you don't care, then customer service might be the wrong place to work.
The automated system fails. I recently ordered flowers from FTD, to be sent to a hospital. The confirmation page showed the flowers being delivered to me at my home. It took me an hour on the telephone explaining to foreign young ladies with tiny voices that the order form got screwed up.