“In Finland, 34.7 percent of respondents consider face-to-face transactions to be the most personal, but the phone comes right after with a good 30 percent. New digital channels, such as chatbots, comes clearly behind.”

This is a quote from Finnish online media called Markkinointiuutiset (Marketing news) and the numbers are based on research made by Enreach. (Article is in Finnish only, link is in the comments)

Though the most personal ways of handling the customer service situation are face-to-face or on the phone, you should not forget these people who prefers these new digital channels, because this might be the majority in the future, so brands and stores serving also them through these preferred channels today are definitely firming their position right now and also in the future.