Establishing high-quality customer support is critical to fostering good customer experience. This is especially important for companies sparring for market shares in competitive industries like logistics, hospitality, telecoms, and banking. Consistently great customer experience can give businesses a leg up, while a single case of negative customer experience can damage the brand. In fact, customer experience has been speculated to overtake product and price as the key brand differentiator by 2020. Recognizing this trend, businesses look for ways to improve the quality of customer service without incurring additional labor costs. In this article, I want to discuss how Machine Learning and A.I. are applied in customer service. My goal is to illustrate how humans will interact with computers in skilled labor and highlight the benefits of these technologies as we continue down the path of automation revolution.