This. And it's not new and not specific to India, just more visible on a larger scale.
Many, many years back I had issues with my DSL connection, back when DSL was brand-new and the only reason I had one at home was that the company ordered and paid for it so I could wake up at night and babysit the servers if something went south.
Anyways, after a while I knew their script, and I could answer all their questions before they even asked them.
One night, when I was particularly unhappy about being up, I called them and literally said "Your router with IP xx.xx.xx.xx just crashed. For your questions: Yes, green, yes, yes, no, no. Now connect me to tech support."
It was fun. The kind of humor you laugh about at 3am.
Ten minutes later, some tech guy calls me and tells me they just figured out that their router crashed and they're sending someone out to reboot it right now.
So: You can't change it, it's how large corporations scale. You can have some fun with it, though.