With AI getting its way into every aspect of businesses, it is clear that automation is here to stay in customer service. But that human touch is necessary even with automation, why? Because as data shows, 8/10 customers don't welcome automation in customer service 63% say they'd rather wait 3 minutes to speak to an agent than get an immediate automated response. 9/10 of customers say they've had a bad experience. At the end of the day, automation can be a great tool for improving customer service, and as AI progresses, it will give the customized human touch they want and give businesses the cost-effectiveness they need.

Automation is an incredible tool for efficiency, but at its core, customer service is about connection. To keep it human, remember to focus on personalization. Even with automation, ensuring every interaction feels tailored is essential. For example, using customer data wisely to anticipate needs and customize solutions creates a more human touch. Next, be empathetic- People value being heard and understood. When escalated to a human agent, ensuring they feel supported and respected remains at the heart of great service. Ultimately, automation is a tool, but it’s the human-driven culture of care and empathy that keeps service impactful. The goal is to strike a balance—leveraging technology to enhance, not replace, human connection.

For the right balance: 1. Blend technology with agents: Use AI and automation for repetitive tasks, data gathering, and initial triage, freeing up human agents to focus on complex issues / Let human agents quickly access relevant customer history and context / Let customers escalate to a human agent 2. Train agents in emotional intelligence: Develop active listening skills in agents / Let agents be empathetic 3. Personalize interactions: Address customers by name and reference their specific situation / Allow agents flexibility to go off-script / Send personalized follow-ups 4. Maintain human oversight: Review automated responses to ensure accuracy & tone / Analyze customer feedback to identify where automation may be falling short