Are the machines out to get you? Are they going to replace you and your colleagues? The short answer is No, but they have the potential to change how you do your job. This primer will enable you to be informed about these changes and proactive in making your job more productive and enjoyable. It will examine how components of artificial intelligence are being used to create modern conversational support experiences today. Learn about the differences between chat bots and virtual agents, discuss scenarios where virtual agents excel, and how virtual agents can improve key support metrics such as MTTR and customer satisfaction.