Final answer:
Support agent scripts should be automated to ensure consistency and accuracy in customer support while reducing errors and the cognitive load on agents.
Step-by-step explanation:
Scripts designed to guide a support agent through an incident should be an effective means of ensuring consistent and accurate support. When considering the options provided, the best answer would be that they should ideally be automated. Automation helps to streamline the support process, reducing the cognitive load on agents and minimizing the potential for human error. This does not mean that agents should rely solely on scripts without understanding; ideally, they should be well-trained and understand the logic behind the scripts so they can handle unique situations that may arise. However, relying on memorization can be burdensome and error-prone, and ignoring the scripts can lead to inconsistency in support quality. Improvisation may be necessary at times but should not be the default approach, especially for standard or recurrent issues.