How can businesses ensure that the implementation of artificial intelligence and automation in the CX process maintains a human touch and doesn't alienate customers who prefer a more personal interaction?

Businesses can ensure that the implementation of artificial intelligence and automation in the CX process maintains a human touch by incorporating personalized messaging and interactions. They can also provide options for customers to choose between automated and human interactions based on their preferences. Additionally, businesses can train their AI systems to mimic human emotions and responses to make interactions feel more natural. Regularly collecting feedback from customers and making adjustments based on their preferences can also help maintain a human touch in the CX process.