How can companies ensure that their use of artificial intelligence and machine learning in customer service maintains a human touch and doesn't feel impersonal to customers?

To ensure that the use of artificial intelligence and machine learning in customer service maintains a human touch, companies can incorporate personalized interactions by using customer data to tailor responses. They can also provide avenues for customers to easily escalate to a human representative if needed. Training AI models to mimic human empathy and understanding can also help in creating a more personalized experience for customers. Additionally, regularly gathering feedback from customers on their interactions with AI can help companies make necessary adjustments to ensure a more human-like experience.