The world would not actually be improved by having 1000s of customer service reps genuinely authentically feel sorry. You're literally demanding real people to experience real negative emotions over some IT problem you have.

They don't have to be but they at least can try to help. When dealing with automated response units the outcome is the same: much talk, no solution. With a rep you can at lease see what's available within their means and if you are nice to them they might actually be able to help you or at least make you feel less bad about it.

But it would be improved by having them be honest and not say they’re sorry when they’re not.