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Its actually possible to build sophisticated process flows in ES with long long running conversations. We've done this and a lot of customers out there are doing it. It's not just for FAQ's so you need to be correct on this Its actually possible to build your own webhooks with unlimited mechanisms (if you have middleware) far exceeding the 100 google set for CX its actually possible to track context in ES and set common parameters and use this to do smart dynamic routing tools that overlap ES CX enhance those options considerably tools that overlap ES provide prebuild media and integrations ES and CX don't (without them you adding months development to your Dialogflow Projects). tools that use ES and CX give near real time data rather than waiting days or weeks for the stats to come through Apart from slightly easier routing and a visual building grouping and some extra scaling options, there's not much difference between ES and CX. I've seen insurance companies using ES with some significant processes, easily handle 500- 1,000,000 conversations a month. More than most organisations will ever need
