The Human Touch in AI: Balancing Automation and Personalisation is the topic of this Better Marketing podcast episode.
Introduction To Balancing AI and Human Touch in Your Marketing
Hi, I’m Tracy Heatley, Chartered Marketer, CIM Certified AI Marketing Specialist, and your host of Better Marketing: Bringing You Marketing Magic in Minutes. In today’s podcast, we’re diving into an
essential topic for modern marketers: how to keep the human touch in your marketing while using AI to your advantage.
We are living in an age of automation, and while AI can make our marketing faster, smarter, and more scalable, it’s the human connection that builds real trust and lasting engagement. It’s not about replacing the human element—it’s about enhancing it.
Let’s explore how to strike the right balance between smart technology and meaningful marketing.
The Rise of Automation—But at What Cost?
There’s no denying that AI-powered automation is a game changer. It saves time, streamlines workflows, and helps businesses scale their marketing faster than ever. From scheduling social media posts to sending personalised email sequences, AI offers incredible efficiency.
But if we lean too far into automation, we risk losing the warmth, empathy, and real connection that customers crave.
AI can mimic human behaviour, but it cannot feel true empathy. You have likely seen this yourself—robotic emails, templated replies, and soulless chatbot interactions that leave you feeling cold. They might be fast, but they’re forgettable.
That emotional connection, the sense of being seen and valued, cannot be faked. It’s the human element that helps your business truly stand out.
Why the Human Touch Still Matters
Even with the smartest tools at our fingertips, people still buy from people.
Your target audience wants to feel understood. They want authentic engagement, real conversations, and personal value. When you combine the power of AI with the warmth of human-led marketing, you create something truly special—something that resonates deeply with your customers.
AI should support the human connection, not replace it.
Keeping Your Voice in AI-Generated Content
When you use AI to help write blogs, emails, and social media content, it’s crucial to keep your brand’s voice strong and authentic.
Here’s how you can do that:
- Train your AI tools with previous content, key phrases, and examples.
- Edit everything AI produces to ensure it matches your tone—whether that’s friendly, witty, professional, or conversational.
- Add your own insights and stories. Personal anecdotes, local touches, and brand-specific experiences make your content feel real.
- Rewrite sections if needed. Use AI as your co-writer, not your ghost-writer. You are always in control.
By shaping and personalising AI-generated drafts, your content will sound like you—not like a robot.
When to Automate and When Not To
Automation is brilliant in the right situations. Here are examples of where it works well:
- Welcome sequences for new email subscribers
- Social media post scheduling
- Event and offer reminders
- Workflow automations for admin tasks
But there are times when a human reply is essential:
- Handling complaints or sensitive queries
- Responding to customer service messages and direct messages
- Following up with warm leads and referrals
A good rule of thumb: if empathy is needed, go human. If not, automation is fine.
Tips for Adding Warmth to AI-Generated Content
If you want to keep your AI-assisted marketing warm, human, and authentic, try these techniques:
- Write how you speak. Use natural phrasing and conversational tone to make your writing feel genuine.
- Include empathy phrases. Simple lines like “We understand…” or “You’re not alone…” help create emotional connection.
- Offer a friendly next step. Always include a call-to-action that feels welcoming, not pushy.
- Don’t over-edit. A little imperfection can actually make your writing feel more human.
- Sign off with your name. Adding a personal signature reinforces that there’s a real person behind the message.
These small touches make a big difference in building trust and maintaining authenticity.
Wrapping Up
When it comes to The Human Touch in AI: Balancing Automation and Personalisation, AI can help you automate, streamline, and scale your marketing. But it’s your human touch that creates real connection, loyalty, and engagement.
Learn to use AI as a tool, not a replacement. Keep your voice strong, your message clear, and your heart in the conversation.
If you’d like help developing an AI marketing strategy that includes personalisation without losing your authenticity, I offer one-to-one AI foundation strategy sessions and range of AI marketing training. Additionally, if you need a fully certified AI Marketing Consultant to develop your AI marketing strategy for you, I’m here for you. Alternatively, you can also book a free 40-minute discovery call to explore your options.
Plus, don’t forget—you can download my free guide, The Business Owner’s Roadmap to a Better Strategy, from tracyheatley.com. Use the code POD2025 to enter my monthly competition to win a free Power Hour with me.
I’m Tracy Heatley, and I thank you for tuning in to Better Marketing: Marketing Magic in Minutes. Particularly, this The Human Touch in AI: Balancing Automation and Personalisation episode.
Next time, I’ll be chatting with LinkedIn trainer and expert, Pam Case, from Your Brand Advocate, who will be sharing 6 LinkedIn Strategies To Reach Your Ideal Clients. Most certainly, an episode not to be missed.
Until then, remember: Better Marketing, Better Business.
Written and presented by Tracy Heatley