Why care if "unthinking execution of a generic customer service script" is performed by an interpreter made of silicon or flesh?
Neither has any free will to deviate from the script. Both are useless in any case that's not handled by the script. The silicon one has better wait times though.
because the customer doesn't get to pretend that if they got angry enough, a real live person could be made to suffer by being fired. if anything, making the humans follow the canned responses only encourages this thirst for revenge in the customer. now THAT'S efficiency!
