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

Companies can balance the use of technology in customer service by incorporating personalized touches such as addressing customers by name and tailoring responses to their specific needs. They can also utilize chatbots and automation for routine inquiries, while reserving human interaction for more complex issues that require empathy and understanding. Additionally, companies can gather feedback from customers to continuously improve their technology-driven customer service processes and ensure they are meeting customer expectations.