Generally speaking, a low-touch model involves no human interaction: customers are able to solve their issue, have their questions answered and even move along the acquisition funnel and acquire a product with minimal or no human support required. Low-touch is usually based on self-help solutions such as guided help flows, automatic trouble-shooters and comprehensive help centres, user guides and FAQs that help customers help themselves.
https://www.trybugle.com/blog/how-can-low-touch-feel-like-hi...