Assembled

This is a special one for us, and for support teams everywhere. Today, we’re launching Assist Omnichannel AI Agent, which brings seamless automation to chat, voice, and email — all in one platform. We’re certain this is the best AI agent for support teams out there. No other AI agent on the market can handle the level of complexity that Assist can, alongside and in place of your human agents. Smarter automation, seamless handoffs, and speedy resolution. You can only find that with Assembled. Read more here: https://lnkd.in/gnNnQjcS

Outsourcing support shouldn't mean losing visibility into what you're paying for. Our new Billing Report takes the ambiguity out of BPO invoicing by giving you a clear view of every hour billed — by vendor, site, or even queue. Easily define which events are billable for each BPO partner to match your contracts, so there's no more guesswork. Just the context you need to run support more efficiently. https://lnkd.in/gtR94fST

Scheduling isn’t just about who works when. It’s how you stay responsive, coordinate people and AI, and build trust into your operations. In our latest webinar, we shared how Assembled is rethinking scheduling as the real-time engine of AI-connected support — and walked through five key updates that make it possible. From shift swaps and auto-approved PTO to built-in compliance guardrails and real-time reassignments, here’s how we’re helping teams move faster, with confidence. Catch the recap.

Meet the Assist AI Agent for Voice — built to bring fast, effective resolution to your phone channel. Modern support teams need more than menus and routing trees. They need a voice experience that actually works — for customers and for ops. That’s why we built Assist. It understands natural language, retrieves real-time data, and takes meaningful action — no hold music required. And when a human needs to step in, Assist handles the handoff seamlessly. It’s everything you’d expect from a great support rep. Just… faster.

Scaling support in an AI-first world requires more than just automation — it’s about balancing AI and human expertise to deliver great customer experiences. In a recent webinar, Olivia Teich, Assembled’s Head of Product, explored how top support teams are adapting, blending AI, self-service, and workforce management to scale efficiently without sacrificing quality. This blog unpacks key takeaways from the discussion, highlighting what’s working (and what’s not) when it comes to AI adoption in support. If you’re figuring out how to integrate AI without overloading your team, these insights are a must-read. Check out the full article for practical strategies to make AI work for your team.

What happens in Vegas stays in Vegas (unless you're posting on LinkedIn). Team Assembled covered a lot of ground this week: 🧠 We geeked out on the future of CX at Zendesk Relate ☕️ We teamed up with Front to serve the most important meal of the day at the Channel Partners Events Expo 🍝 And we closed things out with dinner at Superfrico, co-hosted with our friends at Envoy Grateful for the chance to connect, learn, and keep building what’s next in support.

Outdated WFM tools aren’t just frustrating — they’re costing your team time, efficiency, and morale. Pavlos Vasilakis breaks down the hidden ways legacy systems slow down support teams, from rigid scheduling to unreliable forecasting, making it harder to keep up with today’s demands. Drawing from his experience as a workforce manager, Pavlos explains how modern WFM solutions, like Assembled, help teams move faster, reduce manual work, and stay ahead of shifting support needs. If your current tool is creating more problems than it solves, it’s time to rethink your approach. Read the full article to learn what to do about it.

Behind every great support org is a team of people juggling complex schedules, coverage gaps, last-minute PTO, and ever-changing demands. Today we're excited to announce our new AI-powered scheduling tools designed to eliminate those challenges and automate scheduling workflows. Our new features put agents in control while giving workforce managers the AI-driven insights and guardrails they need: 🔄 Shift swaps that happen in seconds, not hours ⚖️ Intelligent schedule layers that maintain coverage when plans change 🔔 Real-time notifications that turn insights into instant action 🗓️ AI automated PTO approvals that follow your custom rules 🔒 Built-in compliance checks that bring peace of mind Read on to see how Assembled is powering the next generation of truly superhuman support operations: https://lnkd.in/g57Ttvyi

Last night, Olivia Teich, Head of Product at Assembled, and Vanessa Larco, former partner at New Enterprise Associates (NEA), hosted a dinner for women in product at Flour + Water. It was a small, thoughtful group, with leaders from Gusto, Crunchyroll, Skyflow, and more, brought together by a shared goal: to navigate this next wave of product building, shaped by the rise of AI, with clarity, curiosity, and a strong community. The conversation covered how AI is showing up in products and roadmaps, how teams are adopting it, and what tools are actually proving useful. There was also space for the kinds of conversations that don’t always happen at work — like what it means to be a woman leading product during a time of rapid change. If you’d like to be included in a future dinner, let us know — Assembled would love to keep the conversation going.

Purchasing AI for customer support is now a strategic imperative, yet many teams stumble by selecting unsuitable vendors or failing to implement solutions effectively. In a recent webinar, Assembled AI expert Brian Yeh identified four common challenges hindering successful AI adoption: 1️⃣ Lack of established best practices: Even leading companies are navigating AI integration without a clear roadmap, underscoring the experimental nature of current implementations. 2️⃣ Overlooking AI's unique requirements: AI solutions demand specific infrastructure and data considerations, differing significantly from traditional software deployments. 3️⃣ Misalignment with organizational goals: Implementing AI without aligning it to your company's objectives can lead to ineffective solutions that don't address actual needs. 4️⃣ Underestimating change management: Successfully integrating AI requires thoughtful change management to ensure team buy-in and adaptability. To navigate these challenges, it's crucial to develop a comprehensive AI strategy that aligns with your organization's goals and infrastructure. For an in-depth exploration of these insights and practical guidance on effective AI adoption, read the full article.