Why companies don't invest in customer service solutions?

Recently I called comcast and AT&T for some issue with account related stuff, in both cases they transferred my call from one person to another and every time end up repeating my name, account, address, etc. If its part of the same call, why can't they have a system which pass that information after the first interaction and save time and customer frustration. Is there something I am missing? (may be some privacy angle?)