Automation is great for efficiency, but keeping it human is key. Personalization is a must—use names, past interactions, and context to make it feel less robotic. The tone matters too—friendly, natural, and helpful beats scripted any day. And always have an easy way for customers to reach a real person when needed. AI should enhance, not replace, the human connection. Keep tweaking, learning, and improving based on feedback. Automation should feel like a seamless extension of great customer service, not a wall between you and your customers.

Automating interactions doesn’t mean losing the human touch. In global trade, where relationships are everything, the key is using technology to enhance, not replace, real connections. For me, it comes down to three things: context, real personalization, and a smooth transition to human support. If automation doesn’t understand the customer’s specific needs, it’s failing. That’s where Business Intelligence comes in, ensuring every interaction is backed by data that makes the conversation more relevant. Technology should add value, not replace it. How do you handle this balance?

Tenho experimentado um mix que está dando super certo: *Personalizamos nossas mensagens automatizadas com dados reais dos clientes - nada de "Prezado(a) Cliente" quando podemos chamar pelo nome e lembrar o que a pessoa gosta! *Criamos scripts com linguagem natural. *Deixamos MUITO claro quando e como falar com uma pessoa real. às vezes, só um humano resolve mesmo! O foco está nas intera??es complexas e de alto valor - justamente onde o toque pessoal faz toda a diferen?a ligamos para cada opini?o.

This is an interesting topic. In industries like mine—mental health—human connection is the foundation of positive outcomes and shapes our entire business model. At our group practice, when someone reaches out, they need to feel heard from the very first interaction. That’s why we prioritize a real person on the front lines (even if that means not getting an instant reply)—because building trust starts with the first call. While automation enhances efficiency and benefits transactional industries, in mental health, the human touch isn’t just important—it’s essential. I don't see us automating any customer service role at our practice.

Mas como você pode melhorar esse contato no seu dia a dia? Primeiro, pratique a escuta ativa. Isso significa prestar aten??o de verdade no que o cliente está dizendo, sem interromper e sem responder no piloto automático. Depois, personalize a comunica??o.