(plural high touches)
Possibly a term coined by John Naisbitt, from the second chapter in his book Megatrends in 1982.
high touch - Computer Definition
Dealing with a human being instead of a computer screen or voice response system. The term was coined in the early 1980s by John Naisbitt in his best-selling book "Megatrends." Naisbitt pointed out the fallacy of automating every business transaction without human interaction at some point. There is no substitute for "the personal touch." Contrast with high tech.