How do telephone scripts impact the customer service experience? Are there more advantages or disadvantages for the business?

Having phone scripts is unavoidable since it helps direct the flow of the conversation and serves as the guide and checklist that the CSR has to cover in order to help solve the customer’s problem and help complete the documentation of the call. That being said it should only serve as  guide and not something that a CSR must read word for word because then it tends to make customer interaction rigid and robotic which hinders in the building of rapport. An uncomfortable customer is a closed off one which will make your job as a CSR harder.

On another note, customers call so that they can have an interactive conversation with a live person who would be more responsive to their needs than a machine.

By having a pre-defined script of questions asked by the customers, you can detect which pain-point they are exactly hinting at. This will reduce the time and energy spent in asking n-number of questions to arrive at a problem-statement. Hence, an elaborate script which lists the various questions asked by customers will help to craft a to-the-point response.

people become use to of all type of telephone scripts, usually they dose not take seriously these things, though these can be used as good pattern of Marketing but we can't expect more advantage from these scripts and no Disadvantages of it. 

Personally speaking, as a customer, I find telephone scripts to be rather annoying. At times, customer service reps are trained to not deviate from the script, which makes it difficult for the customer to have his or her problems resolved, particularly if it's a unique one. However, this strategy also has its benefits, such as ensuring that employees are resolving the most important or common concerns, compared to getting lost in a long conversation that the business may have no interest or capacity to support.