How can businesses effectively balance the use of AI and chatbots to enhance customer experience without sacrificing the human touch and personal connection that customers often seek in their interactions with brands?

Businesses can effectively balance the use of AI and chatbots by implementing a hybrid approach that combines automation with human interaction. This can involve using AI and chatbots for simple, routine tasks while reserving more complex or emotionally sensitive interactions for human agents. Businesses should also prioritize training their AI and chatbot systems to mimic human language and behavior to create a more personalized experience for customers. Additionally, offering multiple communication channels, such as live chat or phone support, can provide customers with the option to interact with a human when needed, maintaining the human touch in customer interactions.