How can companies effectively balance the use of automation in their digital interactions with customers to maintain a personal touch while also improving efficiency and scalability?

Companies can effectively balance the use of automation in their digital interactions with customers by implementing a mix of automated and human touchpoints. This can involve using chatbots for initial customer inquiries and then seamlessly transitioning to human agents for more complex issues. Additionally, companies can personalize automated interactions by using customer data to tailor responses and recommendations. By continuously monitoring and optimizing their automated processes, companies can ensure that they are providing a personalized experience while also improving efficiency and scalability.