How can businesses ensure that their implementation of technology and automation in customer service processes maintains a personal touch and doesn't feel too impersonal for customers?

Businesses can ensure their implementation of technology and automation in customer service processes maintains a personal touch by incorporating personalized messaging and interactions. This can include using customer data to tailor responses and recommendations. Additionally, providing options for customers to speak with a live representative when needed can help maintain a human connection. Regularly seeking feedback from customers and adjusting automated processes based on their preferences can also help ensure a personal touch in customer service interactions.