Assembled | Customer Support Workforce Management
Assembled helps customer support leaders manage teams of human agents, BPO partners, and AI agents. It supports teams that need to align staffing levels with ticket volume using machine learning.
At a glance
- Category
- Customer Support
- Best for
- Customer support teams, Workforce managers, Support operations leaders, Teams using BPO partners
- Pricing
- Pricing varies by module: AI agents start at $0.65 per conversation, AI Copilot starts at $35 per month per agent, and Workforce Management starts at $25 per month per agent plus a platform fee.
- Key use cases
- Omnichannel Staffing Planning, Autonomous Ticket Resolution, Agent Productivity Support, BPO Performance Oversight
- Integrations
- Zendesk, Salesforce Service Cloud, Intercom, Shopify, Notion
- Official website
- assembled.com
Assembled is a support operations platform designed to help managers plan, deploy, and monitor their customer service workforce. It combines workforce management (WFM) functions like scheduling and forecasting with AI tools for issue resolution.
The software is designed for support operations leaders and workforce managers who oversee a mix of in-house staff and third-party BPOs. It helps these users manage scheduling by using machine learning to predict ticket volume and automate shift creation.
Beyond staffing, the platform includes AI agents for chat, email, and voice, as well as a copilot to assist human agents with drafting and translation. Buyers should confirm which specific product modules—WFM, Copilot, or AI Agents—align with their operational needs, as these can be purchased separately.
Security and compliance are supported through SOC 2, GDPR, and HIPAA certifications for teams handling sensitive customer data.
Key Features
Includes ML-based forecasting and AI-powered scheduling to help align staffing with predicted demand.
Autonomous agents for voice, chat, and email channels designed to resolve inquiries by connecting to internal databases and APIs.
An assistant for human agents that provides drafted replies, real time translation, and knowledge base search.
Provides a view of agent states across support channels to help inform intraday management changes.
Tools for coordinating with BPOs, including capacity planning and billing reports to track billable events.
Supports multi-step autonomous processes such as order tracking and password resets.
Use Cases
Using ML forecasting to predict ticket volume and automatically generate schedules to meet SLA targets.
Deploying AI agents to handle routine phone, chat, and email inquiries.
Using AI Copilot to help agents find policy information and draft responses in the company brand voice.
Integrating BPO schedules and billing to gain visibility into external vendor performance and costs.
Best For
Integrations
Pricing
Pricing varies by module: AI agents start at $0.65 per conversation, AI Copilot starts at $35 per month per agent, and Workforce Management starts at $25 per month per agent plus a platform fee.
FAQ
Core includes basic scheduling and time tracking. Pro adds AI schedule generation and ML forecasting. Enterprise adds custom API integrations and dedicated account management.
Yes, Assembled allows you to manage both human agents and AI agents in a unified dashboard for staffing and planning.
It uses a modular pricing model: WFM and Copilot are priced per agent per month, while AI Agents are priced per conversation.
Source category: Customer Support
Source subcategory: Workforce Management
