How can companies effectively balance the use of technology to enhance customer interactions while still maintaining a human touch in their customer service approach?

Companies can effectively balance the use of technology by using automation for routine tasks like order tracking or FAQs, allowing human agents to focus on complex issues requiring empathy and problem-solving skills. They can also personalize interactions using data from technology to create a more human touch, such as addressing customers by name or offering tailored recommendations. Training employees to effectively use technology while still maintaining a personal connection with customers is essential in achieving this balance. Regularly seeking feedback from customers on their preferences for technology use in customer service can also help companies adjust their approach to meet customer expectations.