AI in Customer Experience: Balancing Automation and Human Touch

Abstract

The Artificial Intelligence (AI) has developed as a role changer in customer experience supervision. AI like chatbots and virtual assistants to reference structures, many companies gradually trust on AI to provide quick, custom-made and cost-efficient facilities. But customers still value fellow feeling, trust and emotional connection that engines frequently free-for-all to offer. The research problem is the most of the companies recently face the difficulties of balancing AI-driven automation with the human touch in order to offer greater customer experiences without losing conviction and passionate connection. This forms a pressure amongst automation and the human touch. This thesis helps and supports my personal and academic value. This research will agree a mixed-method research approach to advantage reflective understandings into customer observations and organizational plans. This research come to an understanding for more in-sights about technologies and their impact on business strategy, customer sensibility, and service design. Research results considering how organizations can manage the best balance between automation and human touch in customer experience. The study exploring how organizations can effectively balance AI and human interaction. Author will improve critical thinking, analytical, and problem-solving skills. The research will organize for future roles in industries where AI-driven customer involvement is progressively important. Also, this research gives to my academic development by linking theoretical knowledge with practical claims. This thesis preparing me with understandings that can support equally my professional development and future academic work.