How can companies measure the success of AI-powered chatbots and virtual assistants in maintaining a human touch in customer interactions, and what key metrics should they be tracking to ensure a balance between efficiency and personalization?

Companies can measure the success of AI-powered chatbots and virtual assistants in maintaining a human touch by tracking key metrics such as customer satisfaction scores, response times, and resolution rates. They can also analyze qualitative feedback from customers to gauge the quality of interactions. To ensure a balance between efficiency and personalization, companies should track metrics related to the accuracy of responses, the number of escalations to human agents, and the level of personalization in interactions. By monitoring these metrics, companies can optimize their AI-powered chatbots and virtual assistants to deliver a seamless and personalized customer experience.