I have been observing customer support responses from several different companies through several different mediums. It seems that everyone has a “canned” response now, and cannot think before they start typing, speaking or replying.
A customer support “specialist” should be given the necessary answers to address the customers needs. The language of communication, which refers to the way the answer is presented, should be left up to the support person. If there are “templates” to speed up things, then the templates should be made for human beings, not machines.