Chats the same scripted, pass the buck BS as on the phone.
With a subtle exception. Both rely on keywords. For someone only remotely familiar with the idioms of US English, it may be possible to get a better keyword from text than from speech. Example: I can read Brazilian Portuguese 'a little' but I can't make heads or tails of it when spoken.
Nothings really "Scripted" they try to go by what makes sense.
I think we know otherwise. Remember, many of us worked there. I've read THOUSANDS of case files. There is no earthly way they could all so closely resemble each other by coincidence.
Maybe at a certain level the respondent gets to use their own thinking and discretion, but at the base level the respondent is tied strictly to the script, penalized if they don't, and typically not equipped to "make sense" of computer issues.