Of all the fields in the chatbot-crazed world, customer service is one of the prime targeting areas for automation. Virtual Customer Agents (customer service focused bots or VCAs for short) are intelligent systems that are able to understand what users ask via chat and provide them with adequate answers to solve users' issues. In the context of this article when we talk about VCAs we mean systems that are able to understand natural language and texting and do not just operate in a rule based multiple-choice environment. In short, these VCAs compete directly with humans to resolve customer service issues. The current reality of chatbots nicely counterbalances all the hype that AI is getting and also offers guidance as to where things need to develop.