Customer experience (CX) has always been a decisive factor for business success, but its impact is growing even more with the rise of artificial intelligence (AI). According to Gartner, by 2027, 85% of customer data will be generated through automated or AI-driven interactions. This means personalization and effective service will increasingly depend on a company’s ability to balance technology with humanization.

In this article, we’ll explore how SMEs can leverage AI to enhance customer experience—without sacrificing the human touch essential for building lasting relationships.

🔹 The New Paradigm of Customer Service & Experience

Gartner predicts that in the coming years:

✅ Customers will expect instant, personalized responses—even in automated interactions.
✅ Businesses must ensure chatbots and virtual assistants don’t compromise brand authenticity.
✅ Trust in AI will depend on transparency and the ability to allow human intervention when needed.

In short, customers accept AI interactions as long as they improve their experience and don’t entirely eliminate human contact when necessary.

🔹 How to Create Humanized Experiences with AI?

Optimizing customer experience (CXO) in the age of automation requires balancing efficiency with empathy. Here are key strategies to ensure a high-level CX:

1️⃣ Smart Chatbots That Go Beyond Automated Responses

Chatbots should no longer be limited to basic support—they must act as real assistants, helping customers solve problems and make decisions.

✅ Integrate chatbots like Typebot to deliver personalized, relevant responses.
✅ Use Machine Learning to refine responses based on past customer interactions.
✅ Let customers choose between continuing with the chatbot or speaking to a human when needed.

📌 Example: A customer interacting with a chatbot from loqua.marketing could receive tailored recommendations on which Open Source Stack solution best fits their business.

2️⃣ Data-Driven Personalization (Without Being Invasive)

With 85% of interactions expected to be automated by 2027, personalization becomes critical for customer retention.

✅ Use tools like Mautic to analyze customer behavior and create hyper-personalized campaigns.
✅ Leverage CRM data (e.g., Krayin CRM) to craft tailored offers and messages.
✅ Avoid generic messaging—real personalization means understanding and anticipating customer needs.

📌 Tip: The key is using data to predict needs, not just react to them.

3️⃣ Automated Service Without Losing Human Connection

While AI can speed up processes, CX still needs a human touch.

✅ Set up automated workflows in n8n to reduce response times without sounding impersonal.
✅ Use AI for FAQs and route only complex cases to human agents.
✅ Craft automated messages that feel natural and align with your brand voice.

📌 Example: Instead of a generic auto-reply email, send a personalized message based on the customer’s interest and offer direct human support if needed.

4️⃣ Transparency and Control for the Customer

AI will only be well-received if customers trust how it’s used.

✅ Let customers opt out of AI interactions if they prefer human support.
✅ Clearly disclose when they’re speaking with AI—don’t pretend it’s human.
✅ Explain how data improves CX without compromising privacy.

📌 Tip: Companies that are transparent about AI usage will gain higher customer acceptance and loyalty.

🔹 Conclusion: CX Needs Both Technology and Humanization
Automation and AI are no longer optional—they’re essential for optimizing customer service and experience. However, the key to success lies in balancing efficiency with personalization.

🚀 Want to transform your CX without losing humanization?
loqua.marketing can help you integrate chatbots, automation, and personalization into your CXO strategy.

👉 Contact us and discover how we can optimize your service with technology and empathy!