Customer Care Advocates?

Rating: NSS
I had to place an order today, so I called the 800 number. I reached the usual “. . .thank you for calling our company. . .” message and then, of course, there were the touch-tone options following the welcome message. Option #2 was if I wished to speak to a “customer care advocate”. I waited for more options, and #3 was to place an order, so I pressed 3. Then I got hold music and a recorded voice said, “All advocates are busy; please hold.”
What is a “customer care advocate” anyway? I understand “customer”. It is a person who purchases a product from a business. I understand “care”. It is to take concern or interest in and acting accordingly. I understand “customer care”. It is a business taking concern or interest in a person who purchases a product from a business and said business acting accordingly.
I mostly understand “advocate”. It is either a person who stands for a cause, or a person who acts as a go-between to plead a cause for someone else. I don’t understand “customer care advocate”. Is it a person who stands for taking concern or interest and acting accordingly for a person who purchases a product for a company? Is it a person who goes between the business and the person who purchases a product from a business and the person makes sure the business takes concern and interest and acts accordingly toward that person who purchases a product from the business? Confused yet?
This is when fancy titles become obfuscatory. Trash men became garbage collectors became sanitation workers. Waiters and waitresses became wait staff became servers. Stewardesses became flight attendants.
I expect any employee of the company will take care of me, the customer—this is what is called customer service. Why does any employee need a title of advocate? Maybe they don’t realize that an employee who is engaged in customer service should care for their customers and work to take care of them. This is the problem with customer service today. Companies would rather give out fancy titles to give the impression of doing their business well, instead of actually doing such.