Assembled, the all-in-one platform trusted by the world's most discerning customer support teams, today unveiled its support orchestration suite, combining AI agents with intelligent workforce management. This is the industry's first comprehensive solution for turning AI automation into measurable cost savings by intelligently connecting AI performance to workforce optimization and staffing decisions.
"Great customer support needs AI and humans in perfect balance," said Ryan Wang, CEO of Assembled. "Support orchestration isn't just about deploying AI — it's about intelligently connecting your automation strategy to real workforce decisions. We're solving the fundamental challenge of how to capture ROI by helping teams identify where AI can take work off their plate, then automatically adjusting staffing to realize those savings."
As support teams increasingly deploy AI agents alongside human staff, Assembled's breakthrough solution addresses the critical challenge of maximizing automation impact while optimizing workforce allocation for superior customer experiences.
The announcement comes as support organizations worldwide struggle to realize the promised ROI from AI initiatives. While AI agent adoption has surged, most teams lack the operational framework to effectively balance automation with human resources, leaving significant efficiency gains unrealized. A recent KPMG report shared that only 31% of leaders anticipate being able to evaluate ROI of generative AI initiatives within six months, and none report achieving positive ROI yet, while 85% of leaders cite data quality as their most significant challenge in AI strategies for 2025. Support teams are facing challenges, including unclear ROI on AI investments, difficulty balancing human and AI resources, and limited visibility into AI performance impact.
"The complexity of modern support operations requires a fundamentally new approach to workforce management," added Olivia Teich, Chief Product Officer at Assembled. "Our unique position managing in-house teams, BPOs, and AI agents gives us unprecedented insight into how to optimize these blended workforces. Workforce management and AI support orchestration delivers the actionable intelligence layer that makes automation actually work for both your business and your customers."
A three-pillar approach to support orchestration
The support orchestration suite introduces three integrated capabilities that transform how support teams approach AI deployment and workforce optimization:
Increase AI adoption: Assembled guides customer experience teams through their automation journey by identifying where AI can take work off their team's plate, flagging knowledge gaps to increase automation, and analyzing open cases to boost automation through workflows and integrations. The platform provides data-driven recommendations based on actual case history, helping teams pursue automation based on specific case topics and queues.
Optimize staffing: Teams can make staffing adjustments to take advantage of automation by redistributing agents across multiple skills, queues, and channels. The platform shows where teams are over- and understaffed, incorporates AI coverage into staffing plans, and can automatically adjust staffing plans based on actual AI performance. Advanced forecasting capabilities help teams model different scenarios and evaluate automation targets based on potential ROI.
Delight customers: Support orchestration ensures the best possible customer experience by adjusting handoffs based on real-time agent capacity. When occupancy rates are high, AI agents focus on containment; when in-house teams have more capacity, AI agents can hand off cases more quickly. The platform guarantees quality with complete visibility and audit trails, ensuring seamless handoffs between AI, in-house, and BPO agents.
Jake Alster, Sr. Manager Product Support at Patreon, and his team rely on this approach daily:
“What makes support orchestration work is that it treats AI and workforce management as one challenge, not two. We’re solving real problems like, ‘How do we use AI when queues are running hot?’ and ‘How do we rebalance when AI’s volume impact shifts day to day?’ Having a platform that can answer those questions with live data has changed how we staff, how we prioritize, and ultimately how we deliver for creators and fans.”
Proven results from a unified platform
Assembled's comprehensive platform already helps leading companies optimize their blended workforces. Flexcar, the Boston-based car-leasing company, uses Assembled AI Agents to resolve over 85% of their chat and email inquiries without human intervention. As Lesley Ong, Director of Infrastructure and Strategic Planning at Flexcar, noted: "Having workforce management and AI support under one roof was a major differentiator. It's not just about having agents handle contacts quicker — it's about orchestrating the entire operation."
Amazon aggregator Thrasio achieved $1.8 million in savings and a 10% boost in CSAT scores through smarter orchestration and increased automation. Gershwin Exter, Chief Experience Officer at Thrasio said: “Assembled is the only company that blends these functions in a single platform. I can make a business decision — do I want to temporarily hire an extra 50 people for the 8-day Prime Day spike? Having Assembled workforce management and AI agents gives me so much more agility and means I don’t have to go through that headache.”
The support orchestration suite is generally available today, with added features to come in the second half of 2025.
