To what extent should businesses leverage modern automation to manage customer relationship? How much is too much should self$-$help facilitate convenience and better serve the customer? Based on your understanding of engaging customers and how they perceive their interactions with the businesses $($as discussed in page $50$ of our textbook$)$: Is automation killing customer service? How then, should businesses optimise modern technology to improve CRM$?$

In your response, provide well$-$reasoned arguments supported by evidence from recent news articles, case studies, scholarly research or personal experiences. Consider both the potential benefits as well as inadequacies of automated touch$-$points in current technology used by businesses for customer convenience. Discuss how this might impact customer relationships.