I suspect most of the time the agents hate the systems like you describe as much as the callers. They are actually trying to make things work better and faster by asking for this info, so when you have to repeat it it's a failure rather than a deliberate design decision...
Time spent talking to a robot is free, people are expensive. So the company prefers 1hr with robots + 1minute with human, over 10 minutes with each. It's customer-hostile though, raising the cost of the service in a hidden way.
