How can companies balance the use of technology in customer service with maintaining a personal and human connection with their customers?

Companies can balance the use of technology in customer service by implementing a combination of automated systems and human interaction. Utilizing chatbots and AI for basic inquiries can free up human agents to focus on more complex issues, allowing for a more personalized touch. Companies can also personalize automated messages and responses to make interactions feel more human and tailored to the individual customer. Finally, providing multiple channels for customer communication, such as phone, email, chat, and social media, allows customers to choose the method that best suits their needs while still maintaining a personal connection.