The cognitive load these days is pushed onto helpless consumers to the point where it is not only unethical but evil. Consumers waste hours navigating what are essentially internal systems and tailored policies and the people that work with them daily will do nothing to share that with you and purposely create walls of confusion.
Support systems that can’t just pick up a phone and direct you to the right place need to be phased right out, chat bots included. Lonely people tying up the lines are a minority. Letting the few ruin it for the many is going to need more than that kind of weak justification.