Even when actual human beings give scripted customer service responses, it's already hard enough to come across well. Makes sense that taking the human being ou

Even when actual human beings give scripted customer service responses, it's already hard enough to come across well. Makes sense that taking the human being out of the loop but leaving in obsequious corporate niceness rubs people the wrong way. The customers were responding positively to a person, not to the script in front of the person (imo).