How can businesses effectively balance offering self-service options for customers while still providing personalized and human touch in their customer interactions?

Businesses can effectively balance self-service options and personalized customer interactions by leveraging technology to streamline routine tasks and transactions, allowing employees to focus on building relationships and providing personalized service. They can also implement a tiered approach, offering self-service options for basic inquiries and transactions while reserving human touch for more complex or sensitive issues. Training employees to actively listen, empathize, and engage with customers can also help create a more personalized experience, even in self-service interactions. Ultimately, businesses should strive to strike a balance that meets the diverse needs and preferences of their customers while maintaining a human connection.