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Let human hands guide the automated touch

Delivering personalised experiences at scale is a top challenge for customer experience (CX), requiring a high degree of automation. Business IT firm NTT defines ‘hyperautomation’ as a process that combines AI, machine learning, virtual agents, and robotic process automation to do this.  The challenge is doing this in a way that still feels human to consumers. The uncertainty and disruption of the pandemic have created a greater need for empathy in consumer interactions. In a survey by