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Hate to break it to you, but many companies that don't outsource, use scripted flow charts for their customer service.
I used to work for the phone company, and for a short while was placed in the service office where all the paperwork is done. In an effort to make sure I understood every facet of the operation I arranged to have myself trained for every department, including sitting in as a 611 repair clerk.
Having worked outside, actually fixing the problems people were calling in reporting to 611 I was astonished at the inaccuracies of the flowchart and the questions we were supposed to ask depending on the previous answer.
It made me at least understand why the repair ticket I got in the field had nothing to do with the actual problem the customer was reporting.
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