Working in a call centre, for my sins, forgive me!
Over a period of some years working from being a startup operation, where no one had any real idea of organisation and we expected to take messages and spend a couple of hours unpaid after the phones had closed, to try and remember what was supposed to be done and mostly failing.
Then came the first scripts which had to be stuck to or face "a meeting with management", after a couple of months management realised that most callers had needs which weren't mentioned in the scripts, so they were quietly abandoned and the systems refined allowing a free flowing system to evolve. Then a new manager, and new scripts, followed by the dawning realisation that customers were not happy with the "new" experience and as we were in a high £ value environment, we went back to free flow. Government legislation next, and new scripts, which when somebody realised that most of the callers were on about totally different reasons and we went back to free flow. Then it dawned on senior management of the money making opportunities in pushing unnecessary products, which needed of course, a script, until the legal team advised it was not just immoral but severely, illegal.
Happily, I have now another job, before the robot system really got going, (bought from an Aussie pizza company and upgraded).