The article explores the impact of artificial intelligence on business practices, particularly emphasizing that while efficiency through tools like chatbots is beneficial, it risks eliminating the essential human touch. Many consumers may prefer automation for speed, but a fully robotic experience can frustrate users, creating a disconnect. Personalization in customer service is crucial; however, reliance solely on AI for this personalization is insufficient. A blend of technology and human effort is necessary to enhance meaningful interactions and nurture customer relationships, positioning personalization as a fundamental expectation moving forward.
Efficiency is great, but I've seen too many businesses losing the human element that actually builds trust and loyalty. If your digital experience feels robotic, scripted or cold, people won't stick around.
While automation helps scale, it often kills connection if you rely on it too much. Bots can't read the room. They can't hear tone, detect frustration or understand nuance.
Most people aren't expecting perfection. They're looking for effort, care, and responsiveness. When that's missing, the tech isn't helping - it's hurting.
Personalization is now a basic expectation, but it can't be all AI.
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