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Every time I find myself stuck on a customer service call waiting for a human to answer, I know exactly what to expect because I've heard the standard issue script a thousand times before. You know the one. It starts with a perfunctory "Your call is important to us," followed by a series of pre-written empathy statements that feel about as warm as a walk-in freezer. It's not just the phone lines, either. These scripts are everywhere—in our emails, our LinkedIn DMs, and even in those awkward "how's the weather" conversations we have at the grocery store. We've become so reliant on these pre-packaged ways of communicating that sometimes it feels like we've forgotten how to just be, well, people. ...