Software that makes these assistants’ lives easier. Many platforms have been built to try and make customer support more manageable (Zendesk, Desk.com, Freshdesk, Front, etc.). While these are tuned for support tickets, there will need to be new platforms that shift the focus from support cost reduction to seeing customer communication as revenue generating. Such platforms may integrate product catalogs and recommendations, NLP and intent recognition, and partially or fully automated responses — all in the service of improving the quality and efficiency of the assistants’ ability to communicate with customers. This software will need to be a blend between CX, CRMs, and a messaging client. It will need to help manage teams of assistants and their workloads, and will become more powerful as it becomes more integrated into the workflow of the business. This platform is what we are building at Mensch Labs — we call it Rep.