

You’re completely right, if the goal is good customer support and decent working conditions for the operators.
It’s not. The goal is like 1rre said - make people get fed up and stop trying to get their stuff fixed, just buy a new one. Oh, and they could fire half the operators too, since less people would be willing to wade through the pile of shit to talk to them.
Money and profit, screw the rest.
Yes, you’re anthropomorphizing far too much. An LLM can’t understand, or recall (in the common sense of the word, i.e. have a memory), and is not aware.
Those are all things that intelligent, thinking things do. LLMs are none of that. They are a giant black box of math that predicts text. It doesn’t even understand what a word is, orthe meaning of anything it vomits out. All it knows is what is the statistically most likely text to come next, with a little randomization to add “creativity”.