We did this is my last job and BOY let me tell you that none of the employees nor the customers liked it.
Why has Blizzard been ordered to deliver scripted responses? Legal purposes most likely... I don't believe for the sole purpose of Blizzard but primarily for ACTIVISION Blizzard.
On a final note people... Please be mindful of what some of these Blizzard employees are going through right now. No one likes to read from a script, let alone recite one to you. Understand that with all that's been going on here lately your response to an 'important' question will most likely be a scripted response.
You can thank the quality management department for this.