Assembled launches AI-human workforce orchestration platform

Assembled has introduced a new support orchestration suite that combines AI agents with workforce management tools to help customer support teams balance automation and human staffing. The platform aims to identify where AI can handle tasks, adjust staffing accordingly, and improve overall customer service efficiency.

The launch comes as many organizations adopt AI in support operations but struggle to measure returns and effectively integrate automation with human teams. According to a recent KPMG report, only 31% of leaders expect to evaluate generative AI ROI within six months, and none have reported positive returns so far. Data quality and unclear operational strategies remain major obstacles.

Assembled’s platform uses data from past support cases to identify automation opportunities and recommend where AI can reduce workload. Staffing plans incorporate AI coverage, showing over- and understaffed areas and automatically adjusting to AI performance. Real-time monitoring allows for smoother case handoffs between AI and human agents to maintain service quality.

Several companies are already using the platform. Flexcar reports that AI agents now resolve over 85% of their chat and email inquiries without human involvement. Thrasio, an Amazon aggregator, says it saved $1.8 million and improved customer satisfaction scores by 10% after adopting the system.

The new suite is available immediately, with additional features planned later in 2025.