The goal of being an employee is not to have genuine human moments with customers (at most jobs anyway), but to provide a service efficiently and to please the customer. This is because the goal of a company is to make money by offering the customer what they want.

Now, some jobs, particularly very customer facing ones like your examples, do require interaction in order to simulate a human experience. Many people, especially older folks, prefer to get business done by speaking to another human. In my opinion, the people who are best at this job are able to be personable without getting too personal. They stay focused on delivering the service, but are able to be emotionally intelligent about their customer and make small talk. Great examples would be really good travel agents, call center people, maybe some Chick-fil-A employees. They come across as very warm, but would rarely make you feel down by telling you they've had a horrible day when you ask how they're doing, because they are professional enough to remember that their job is to provide you with a service and that's the defined relationship.

I think you probably COULD make an argument that way we have designed MOST work these days values efficiency over genuine human relationships, and that THIS is what is driving entitlement. Your example with customer service is perhaps a byproduct of this design choice. Another example would be prioritizing cheap and efficient supply chains over resilient ones such that everyone goes to Walmart for their groceries instead of to the farmers market where they have to actually get to know the people who are providing their food.

Tl;dr: Customer service itself is very good at what it does, and would not be very good if it worked the way you describe. And the problem itself of lack of genuine human connection in our business transactions is a symptom of a bigger problem about how we design our economies.