I had a chat with an agent a week or so ago when I was trying to move the date of an Avios booking (I've never managed to change the date or time of an Avios booking online, but that's an aside).

She said that they (as humans) are being trained to use the same the repsonses as the AI/automated bots, the rationale being that it gives a consistent customer interraction.

I didn't know whether to laugh or cry.