How can employees balance the use of technology in customer service with maintaining a human touch and personalized approach for customers?

Employees can balance the use of technology in customer service by using tools such as chatbots and automated responses for routine inquiries, allowing them more time to focus on personalized interactions. They can also utilize data analytics to understand customer preferences and tailor their interactions accordingly. Additionally, employees can incorporate empathy, active listening, and genuine engagement in their interactions to maintain a human touch and create a personalized experience for customers. Ultimately, finding the right balance between technology and human touch requires ongoing training, communication, and a customer-centric mindset within the organization.