I sat alongside customer service agents working phones, email, and chat. They use copy-pasted stuff for everything. I will watch them search word for a template

I sat alongside customer service agents working phones, email, and chat. They use copy-pasted stuff for everything. I will watch them search word for a template way slower than I could type, but that's their process. Re-used phrases is not a sign of a bot, IMO. But it is a sign of employees who have to respond to the same thing over and over and don't have much power to effect change.