How can businesses strike a balance between providing customers with the tools and resources for self-service while still maintaining a personal touch and human connection in their customer interactions?

Businesses can strike a balance by offering self-service options for routine tasks like online ordering or FAQs, while reserving human interaction for more complex or personalized inquiries. They can also utilize technology like chatbots or AI to provide quick responses while still allowing customers to speak to a live representative when needed. Training employees to be empathetic and personable in their interactions can also help maintain a human connection even in self-service situations. Ultimately, businesses should focus on understanding their customers' preferences and needs to tailor their approach accordingly.