who is in control - us or Computers?

In speaking to friends who have worked in call centres, and in email conversations with Baha'is around the world, I am finding that call centre staff are for the most part not allowed to deviate from the scripts they are given. Whilst this is not really any great surprise to me, it does show how much we have given up control of our working environment to that we fit in with computers. And I thought that we invented computers to be our slaves, not for us to become their slaves!
In fact it really comes down to the lack of flexibility in the scripts, which after all were devised by humans. I differentiate those call centre staff who are just out to make a sale by calling you from those others whom we call when we have a problem to be sorted out. I think it shows a lack of knowledge on the part of the staff who are answering the calls, a lack of trust in those who manage the staff and a lack of understanding on the part of those who devised the scripts - all of which makes me less inclined to have any further dealings with such a company. Far from being a help, using fixed scripts is actually giving a bad impression of the company and ultimately losing its customers.