How can companies balance the use of technology in customer interactions to enhance efficiency without sacrificing the personal touch that customers value in their experiences with a brand?

Companies can balance the use of technology in customer interactions by utilizing tools like chatbots and automated systems for routine tasks, allowing human agents to focus on more complex issues that require personal attention. They can also personalize automated interactions by incorporating customer data and preferences to create a more tailored experience. Additionally, companies can offer multiple channels for communication, such as live chat, email, and phone support, to give customers the option to choose the level of personal interaction they desire. By continuously gathering feedback and monitoring customer satisfaction, companies can adjust their technology usage to ensure it enhances efficiency while maintaining a personal touch.