A rich customer service experience is all about gaining insights from interactions and using the same for automated processes in a more well defined and uncluttered manner. Advances in Natural Language Processing are most keenly awaited. The ability of machines to process compilations of large volumes of natural language texts will be the leap that will enhance intelligently automated interactions in customer servicing. The subtleties of language, the complexities of various nuances may have rendered emotion awareness difficult for bots. The achievements in this field are truly spectacular and the future will only get a lot better on this front.