How can businesses ensure that their use of technology to address customer complaints is both efficient and personalized, rather than creating a disconnect with customers?

Businesses can ensure that their use of technology to address customer complaints is efficient and personalized by implementing automated systems that prioritize and route complaints to the appropriate channels quickly. They can also utilize data analytics to understand customer preferences and tailor responses accordingly. Additionally, businesses should provide options for customers to speak with a live representative if needed, to maintain a human touch and prevent a disconnect. Regularly monitoring and updating technology systems based on customer feedback will help ensure that the process remains efficient and personalized.