[ornornor]

Probably for the same reason that upon hearing “your call is important to us” you instantly know that the call center is understaffed, the company has no interest in talking to you, you’ll be hearing that elevator music for quite a while longer, and call centers are a cost center.

While technically possible, it would cost slightly more money to actually make it happen and so it isn’t done.

Or maybe it used to work that way 20 years ago when the flow was designed and ever since it’s been changed over and over no one actually bothered to look into it: the requirements was just “make it ask the same things as it always did” without wondering “why”.