How do you balance the need for a chatbot to automate tasks with the importance of providing a personalized user experience?

To balance automation with a personalized experience, I use chatbots for routine tasks like answering FAQs or processing simple requests, which keeps things efficient. For areas that need a human touch, such as unique support issues or personalized feedback, I prefer stepping in personally. This way, bots handle the basics, while I provide direct assistance where it adds the most value.

I use automation for routine tasks, like answering FAQs, appointments, or order processing, where speed and consistency are important. However, I still make sure that the bot is engaging through things like personalized greetings, remembering user preferences, and adapting responses based on past interactions.

When it's needed, I integrate options for escalation to a human agent on more complex or emotional queries, so users don't feel like they're left behind when automation isn't enough.