Not all customer support trends are clearly defined. It was only a decade ago that the notion of a "customer experience" was just a way to summarize interacting with customers and was dismissed by some industry professionals. Now the phrase encapsulates what leading support companies strive to refine and master. With this said, the term "chat bots" is emerging as a potential game changer in the customer support industry. Imagine virtual agents that can solve all the problems your customers have and actually hold a conversation with them - pretty incredible! But we're not there yet, and honestly it could be decades until a sophisticated version of this technology reaches mainstream customer support.