People already have to bear with deeply customer-hostile "support". I'd love to think that companies can't make it any worse than it already is, but realistically I know they're going to do just that.
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!
I mean, if you _want_ a customer base that hates you and will leave the very minute something better comes along, I guess you can choose to do that. I just have no idea why you would.
