Assembled Unveils First Platform to Seamlessly Balance AI Automation with Human Workforce for Customer Support

Assembled Launches Support Orchestration: Balancing AI Agents with Human Workforce Management

Date: August 21, 2025

Assembled, a leading platform trusted by top customer support teams, has introduced its new support orchestration suite. This platform is the first to intelligently combine AI agents with workforce management, helping support teams identify automation opportunities, optimize staffing, and improve customer experiences.

Ryan Wang, CEO of Assembled, explains, "Great customer support needs AI and humans in perfect balance. Support orchestration connects your automation strategy directly to workforce decisions, helping teams capture real ROI by identifying where AI can take work off their plates and then adjusting staffing accordingly."

Addressing Challenges in AI and Workforce Balance

Many support organizations have adopted AI agents but struggle to realize the expected ROI. According to a recent KPMG report, only 31% of leaders believe they can measure ROI on generative AI within six months, and none have reported positive returns yet. The biggest obstacle is poor data quality, which affects AI strategy success.

Support teams face unclear AI investment returns, difficulty balancing human and AI resources, and limited insight into AI’s impact. Olivia Teich, Chief Product Officer at Assembled, says, "Managing in-house teams, BPOs, and AI agents together gives us unique insight to optimize blended workforces. Our orchestration platform delivers the actionable intelligence needed to make automation truly effective."

Three Pillars of Support Orchestration

• Increase AI adoption: The platform analyzes case history to identify tasks AI can automate, flags knowledge gaps, and recommends workflows to expand automation.
• Optimize staffing: It enables teams to redistribute agents by skills, queues, and channels, showing over- and understaffing and factoring AI coverage into workforce plans. Automatic adjustments reflect actual AI performance, supported by forecasting tools to model ROI scenarios.
• Delight customers: Real-time agent capacity guides AI handoffs. When agents are busy, AI focuses on containment; when agents have capacity, AI escalates cases faster. The platform ensures seamless transitions with full visibility and audit trails.

Jake Alster, Senior Manager of Product Support at Patreon, shares how this approach helps: "Support orchestration treats AI and workforce management as one challenge. It helps us answer questions like how to use AI effectively when queues are busy and how to adjust staffing as AI volume changes. This live data changes how we staff, prioritize, and deliver support."

Proven Results with Assembled’s Unified Platform

Leading companies have already benefited from Assembled’s platform. Boston-based Flexcar uses Assembled AI Agents to handle over 85% of chat and email inquiries without human help. Lesley Ong, Director of Infrastructure and Strategic Planning at Flexcar, notes, "Having workforce management and AI support on one platform helps us orchestrate the entire operation, not just speed up contact handling."

Amazon aggregator Thrasio achieved $1.8 million in savings and a 10% increase in customer satisfaction by coordinating staffing and automation better. Gershwin Exter, Chief Experience Officer at Thrasio, says, "Assembled is unique in blending these functions. It gives me agility to make business decisions like hiring for Prime Day without the usual headaches."

The support orchestration suite is available now, with more features planned for later in 2025.

About Assembled

Assembled offers a unified platform to manage in-house teams, BPOs, and AI agents simultaneously. Their solution includes AI agents for chat, voice, email, and SMS, an AI copilot for human agents, and workforce management tools for forecasting, scheduling, and monitoring blended teams.

Founded in 2018 by machine learning engineers from Stripe, Assembled serves hundreds of top companies such as Stripe, Robinhood, Canva, and Intercom. The company has raised $71 million from NEA, Emergence Capital, and leading angels, with over 130 employees across San Francisco, New York, London, and remote locations.