> I know it's fiction

Or semi-fiction? The author is actually blind and tagged it nonfiction, but I suspect some embellishment.

> but in reality, Karen is likely just as annoyed by this as the author.

When I'm frustrated talking with an agent of a big organization, I try to remember they probably didn't set the policy. But I also expect them to express some empathy for how I'm negatively affected by that policy. The author/protagonist, accurately or not, felt the opposite from "Karen from compliance". In their shoes, I wouldn't feel much empathy for Karen in return.

> The spam should go to the person in charge

I also expect the agent to have a closer relationship with "the person in charge" than I do (none whatsoever). If I mention the policy is absurd, they could at least make some effort to pass that along to their manager.

Also, sending the information to the agent is necessary compliance, even if the volume is malicious.

> not the person who is forced to deal with this every day

Maybe they feeling a bit of the pain themselves might make them more likely to speak up. If this becomes a miserable job that no one will stay in, that might provoke a change.