Assembled

Who says phone support is dead? Last year, Retention Express LLC — a CX platform for membership and subscription businesses — took in almost a million phone calls. According to CEO and Founder Bobby Thomson, 75% of customer inquiries come through the phone. To support that volume — and do it more efficiently — Retention Express turned to Voice AI. With Assembled, they’ve built a flexible system that routes calls, captures insights, and seamlessly connects to live agents when needed. It’s easy to test, easy to tweak, and built to evolve alongside their operation. Hear how Retention Express is scaling smarter with Assembled.

Flexcar didn’t just modernize support — they reimagined how it operates. By unifying workforce management and AI under one roof, Flexcar built a system that works in sync: humans and AI, strategy and execution, cost efficiency and growth. With one platform powering WFM, agent assist, and fully autonomous AI agents, Flexcar achieved: → 2x faster resolution with Copilot + WFM → 85% containment across chat and email → 24/7 coverage through Voice AI — without overnight staffing → A single view to manage and measure performance across the entire operation The result? A support model that scales markets — not just tickets. Read how they did it: https://lnkd.in/gqhv-mzs

Too many teams jump into AI without a plan — and end up with wasted budget, failed rollouts, and tools no one actually uses. On August 13, we’re hosting a conversation with Paul Weiss, Managing Partner at Bluewave Technology Group, and Mae Cromwell, who brings hands-on experience deploying AI for Assembled customers. They’ll break down what actually makes AI work — and where most teams go wrong. You’ll learn: → Why enterprise procurement works against innovation → How to evaluate AI opportunities using the Friction / Frequency / Value framework → What successful AI implementation really looks like Save your spot: https://hubs.ly/Q03x-MN10

Rolling out an AI copilot? The tech is only half the battle. The other half is trust. We’ve seen it too many times: companies launch AI tools with a press release and a prayer. But if your support team doesn’t understand the why — or see themselves in the how — that shiny new copilot becomes just another unused tab. If you want real adoption, here’s what we’ve learned from support teams who’ve done it right: 📌 Acknowledge the fear. Don’t sidestep the elephant in the room — address how AI changes the job and show how it helps, not replaces. 📌 Pilot with purpose. Bring in a mix of tenures, geos, BPOs, and voices. You’ll build something that works for everyone, not just your top performers. 📌 Go beyond training. Live sessions, roleplay, and agent-led demos drive buy-in — not just usage. 📌 Protect voice and autonomy. Great agents take pride in their craft. Let them adapt AI suggestions, not be forced into a script. 📌 Measure what matters to them. It’s not just about handle time — track confidence, satisfaction, and time-to-autonomy, too. The best copilot rollouts feel like partnerships, not mandates. Because when AI is introduced with trust and transparency, it doesn’t just change workflows — it changes how teams feel about the future. Read the full rollout playbook: https://lnkd.in/d7XBHvDy

We’re proud to be included in CMP Research’s latest Prism for Chatbot/Virtual Agent providers. Assembled was recognized as a core performing provider in a field that spans everything from chatbots to real-time AI copilots. The Prism is built on analyst, market, and user insight — a reminder that real progress happens when all three align. We’re building AI that actually helps customer support teams resolve issues faster — and better. Being named in this research is a signal we’re on the right track. 👉 Learn more: https://lnkd.in/eZ3yQNJj

AI made support faster. But it also made it harder. As automation handles routine issues, your human agents are left with the most complex, emotional, and time-consuming cases. Tomorrow, we’ll show you how support teams at Honeylove, aXcelerate, and Lulu and Georgia are using AI Copilot to: 👉 Deliver brand-aligned smart drafts for faster, better replies 👉 Cut onboarding time in half with always-on knowledge access 👉 Break down language barriers with instant translation 👉 Summarize cases and create templated notes to eliminate busywork Join us to see how AI and agents finally work as one: https://hubs.ly/Q03wMltQ0

AI is transforming work — so how do we make sure it transforms it for the better? That was the focus of the Workforce Transformation Symposium hosted by Responsible Innovation Labs at KQED last week. Our CEO, Ryan Wang, joined a small group of founders, investors, and policy leaders to explore what comes after automation — and how to prepare teams for it now. While headlines fixate on job loss, the reality in many sectors is AI vs. nobody. Roles aren’t disappearing — they’re evolving. That means re-skilling, re-scoping, and rethinking how work gets done. Ryan shared what we’re seeing in customer support: 📌 Less repetitive work 📌 More human, high-value interactions 📌 New roles emerging around knowledge, process, and AI training Thanks again to Responsible Innovation Labs for bringing together such a thoughtful, forward-looking group. These are the conversations that will shape how AI is responsibly deployed.

AI is taking care of the easy stuff. What about the rest? As routine inquiries disappear, your agents are left with the complex, emotional, high-stakes cases. And too often, they’re doing that work without the tools or context they need. Join Andrew Steinberg and Cassandra Stumer for a live demo to see how Assembled’s AI Copilot equips every agent to meet the moment — with smart drafts, faster onboarding, seamless handoffs, and the same knowledge, workflows, and data that power your entire support operation. Because your agents deserve more than another siloed tool. They deserve a true partner. Register now: https://hubs.ly/Q03wMltQ0

The hype around AI agents isn’t the problem — it’s the lack of realism. At GenAI Week SV 2025, Assembled CEO Ryan Wang joined a panel on “AI x SaaS: Rebuilding the Operating System of the Enterprise” to talk about where AI agents are actually driving value in customer support — and where enterprises are getting stuck. Here are three things that stood out: 1️⃣ AI copilots are gaining real traction 📌 We’re seeing enterprise teams unlock double-digit gains in agent productivity — not through flashy features, but by cutting out the tedium. Think: writing up wrap-up notes, formatting bug tickets, hunting down the right workflow. It’s a clear, fast win that gives agents time back to focus on the work that matters. 2️⃣ The real blockers aren't technical 📌 Headlines about job loss are slowing down adoption — but often based on unrealistic expectations. 📌 Many support leaders want to lean into AI, but don’t have the time to navigate the noise. 📌 And in global markets, it’s not just “can AI do it?” — it’s “is it cheaper than $0.50 a case?” 3️⃣ Real impact starts with clear thinking 📌  The path to value isn’t about replacing people — it’s about evolving roles, mapping messy processes, and staying grounded in what’s actually possible today.

While AI agents handle the easy stuff, human agents are left with the hardest problems in the queue — and the messiest tools to solve them. They’re juggling tabs, digging through docs, and switching between systems — all while trying to deliver fast, empathetic support. If we want AI to scale support, we need to upgrade the experience for the people behind the toughest conversations. Here’s how leading teams are doing it — and why an AI copilot might be the missing piece: https://lnkd.in/gdP3y5CM