This is a standard MMO story. You the player are always the one to save the world then watch the NPC talk about their part in the story. Without some system in place like BIOWARE (just an example) games with a dialogue wheel, that's just the way it is. You are meant to be passive because the alternative is to just take your character away from you and everyone do the same thing. There is no system in place in this game for complex plot lines with multiple endings and player choice in the story. What if I feel my character is cowardly? or evil? or clumsy? Would it make sense for them to flawlessly tear through waves of guards?

My point is, they are doing the best they can with the system in place.