How can companies strike a balance between efficiency and personalization when implementing AI and automation in customer service to ensure that customers feel valued and understood in their interactions with the brand?

Companies can strike a balance between efficiency and personalization in customer service by leveraging AI to streamline routine tasks and free up human agents to focus on personalized interactions. They can use AI to gather and analyze customer data to provide personalized recommendations and solutions. Companies should also invest in training their customer service agents to use AI tools effectively and empathetically in order to ensure that customers feel valued and understood in their interactions with the brand. Ultimately, the key is to use AI and automation as tools to enhance the customer experience, not replace the human touch.