Assembled AI-Powered Workforce and Vendor Management for Support Teams

What is Assembled?

Assembled provides a comprehensive support operations platform, streamlining workforce management, vendor oversight, and AI-driven agent assistance. The platform offers solutions for in-house teams, BPOs, and AI-powered support, all within a single, unified dashboard.

It enables efficient scheduling, forecasting, real-time management, and performance tracking to optimize staffing and enhance customer experiences. With AI Assist, Assembled automates case resolutions and empowers agents with a copilot, significantly improving productivity and service quality across multiple channels.

Features

Workforce Management: Optimize staffing with data-driven insights, automated scheduling, and real-time management.
Vendor Management: Unified view of in-house and outsourced teams, including BPO staffing and performance.
AI Assist: Automate case resolutions with AI agents for chat, email, and voice, and empower agents with an AI copilot.
Forecasting: Generate accurate omnichannel forecasts and schedules for agents, BPOs, and AI.
Real-time Management: Monitor agent adherence and performance with real-time dashboards and alerts.
Performance Management: Track key metrics, analyze historical data, and gain insights to improve support operations.
Integrations: Connect with various CRM, CCaaS, and communication platforms, including Salesforce, Zendesk, and Intercom.
AI Agent for Chat, Email, and Voice: Automate support resolutions with configurable AI agents.
Agent Copilot: Enhance agent productivity with suggested replies, translations, and interaction summaries.

Use Cases

Optimizing agent scheduling and staffing levels
Managing and monitoring outsourced support teams (BPOs)
Automating responses to common customer inquiries via chat, email, or voice
Improving agent productivity with AI-powered assistance
Forecasting support volume and staffing needs
Tracking and analyzing key performance indicators (KPIs) for support teams
Integrating with existing CRM and communication platforms

FAQs

What industries does Assembled serve?

Assembled serves various industries including eCommerce, Fintech, Healthcare and SaaS.
What is Assembled Assist (AI)?

Assembled Assist is an AI-powered issue resolution engine and agent copilot that automates case resolutions and enhances agent productivity.
Does Assembled offer solutions for both in-house and outsourced teams?

Yes, Assembled provides solutions for managing both in-house and outsourced (BPO) support teams.