Impersonating without informing and intentionally trying to trick a person into thinking they are talking to a human is unethical and creepy. There is nothing wrong with using virtual agents, but there is a thick black line and companies are clearly willing to leap over it. These laws are necessary.

Also. There is no rule that customer service must follow a script. Some poorly run companies follow this awful practice and it is extremely harmful to the customer experience and a gent engagement / work satisfaction. It's the result of incompetent management.