alt Hacker NewsIf you're the customer support hotline, that's shitty practice.
On the other hand, if you're setting up an asshole filter (https://mrsteinberg.com/the-asshole-filter/), deliberately waiting a while before replying can be part of "chaotic good" tactics. You use my private email for something that has an official org process that we MUST use, per policy? It'll take me several days to reply, and then I'll ask you to use the official process anyway.
If you're setting up an asshole filter for your customers on the official support hotline, we used to call that "AITA?"
My routine is that I curse at the voice bot and treat it really poorly and berate it, but then I'm really calm, polite, and professional with the real person I end up talking to. In the vast majority of cases, yelling a person is both rude in a strict moral sense, but also usually counterproductive even when viewed through a totally selfish lens.