How can businesses balance the use of AI and automation in self-service technology to enhance the customer experience while still maintaining a personal touch?

Businesses can balance the use of AI and automation in self-service technology by implementing a combination of automated processes and personalized interactions. This can be achieved by using AI to streamline routine tasks and provide quick responses, while also incorporating human touchpoints for more complex or emotional customer interactions. By leveraging AI to gather customer data and preferences, businesses can tailor self-service experiences to individual needs, creating a more personalized and engaging customer experience. Ultimately, the key to success lies in finding the right balance between automation and human interaction to enhance customer satisfaction and loyalty.