Why would a human that isn't related to the business but working from a script perform better than an algorithm? Serious question. If you had a line to the CEO

Why would a human that isn't related to the business but working from a script perform better than an algorithm? Serious question. If you had a line to the CEO, or someone with actual power in the organisation, then sure I understand why connecting callers there would help. Any business that does that? Because of this reason I actually prefer (voice) chat bots over actual people. It's clear you're working against a script and you don't feel bad dealing with them.