How can businesses ensure that the implementation of AI and automation in the CX process maintains a balance between efficiency and maintaining a human touch in customer interactions?

Businesses can ensure a balance between efficiency and maintaining a human touch in customer interactions by leveraging AI and automation to handle routine tasks and streamline processes, allowing employees to focus on more personalized interactions. They can also implement AI tools that are designed to enhance rather than replace human interaction, such as chatbots that can seamlessly transfer customers to human agents when needed. Additionally, businesses should regularly gather feedback from customers to ensure that the use of AI and automation is enhancing their experience rather than detracting from it.