This is what I find so silly. Companies have all this information about you that is actually relevant to their customer support. They could get so much out of making e.g. the phone support system talk to their account system.
It's no wonder, then, that spending money and engineering time on something that would cause customers to be something unmeasurable, like being slightly less aggravated, is not prioritized or even cut, as being extravagant. To that end, despite Comcast and airlines low customer satisfaction ratings, they seem to be doing alright.