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AI and Automation
How our AI chat agent resolves 70% of customer chats — and scales support with confidence
May 28, 2025
How our AI chat agent resolves 70% of customer chats — and scales support with confidence
Cassandra Stumer
Product Marketing
Chat support was supposed to help. Instead, it’s become a bottleneck: rising volumes, rising expectations, and not enough hands on deck. Legacy chatbots didn’t fix it — they made it more frustrating, often driving customers away when they need help most. Scripted flows and deflection logic might shave seconds off handle time, but they rarely deliver real resolution. Customers can tell.
Assembled’s AI chat agent is different. It’s not a chatbot. It’s a resolution-first AI support agent that can resolve up to 70% of customer conversations on its own. No dead ends. No guessing games. Just fast, accurate answers, real actions taken inside your systems, and smooth, on-brand handoffs to humans when needed.
It’s the first chat AI built specifically for high-volume, high-standard support teams — with CSAT, not just containment, at its core. The results? Faster responses, lower costs, and better customer outcomes.
From scripted bots to resolution-first agents
Chatbots promised savings. What they delivered was friction.
They trapped customers in rigid decision trees. When questions got even slightly complex, they failed — escalating issues and piling work on your agents. That’s why so many support teams are moving on from chatbot tools and embracing automation that actually works.
Assembled’s AI chat agent is built for real-world support: messy questions, nuanced policies, fast-changing tools, and high customer expectations. It doesn’t just recognize intent — it resolves the issue, end to end.
Rather than follow scripts, our AI chat agent uses advanced natural language understanding and real-time system integrations to deliver what the customer actually needs — from multi-step troubleshooting to pulling refunds or updating accounts. It adapts to your workflows, tools, and policies to get the job done.
Built for resolution, not just conversation
Most AI chat tools focus on sounding human. Ours focuses on being helpful.
Assembled’s AI chat agent is a resolution engine designed to handle full support scenarios. Here’s how it works:
1. Understands nuance
It uses advanced language models to grasp what customers actually mean — even when they’re unclear, emotional, or jumping between topics. It handles clarifications and follow-ups with ease, keeping the conversation on track.
2. Applies real business logic
It mirrors your policies and procedures to reason through edge cases, eligibility, and multi-step tasks — just like a trained agent would.
3. Connects to your systems — and takes action
It integrates with your systems of record and action (CRMs, help desks, Shopify, Salesforce, and more) so it can:
- Look up account, order, or subscription data
- Trigger actions like refunds or cancellations
- Write back to your systems to keep everything in sync
4. Picks the right resolution path
Each interaction runs through an orchestration engine that intelligently routes based on context:
- Knowledge retrieval: Pulls answers from your help center
- Agentic workflows: Executes automation in your tools
- Escalation logic: Hands off to a human when needed, with full context
All responses match your brand’s voice, so customers get a seamless experience — no matter who answers. That flexibility means it can handle everything from refunds and account updates to troubleshooting and policy questions — with real-world AI chat use cases across industries and support tiers.
Your brand’s voice, every time
Most AI tools sound robotic or off-brand. Ours doesn’t.
Every response from our AI chat agent is aligned to your brand — in tone, language, and decision-making. You define the voice: casual or formal, concise or explanatory, warm or direct. Our customizable style guide ensures it shows up consistently in every interaction.
Because the agent pulls from your actual knowledge base and policies, it doesn’t guess. It follows your rules, your way. And when it hands off to a human, it keeps the tone and context intact — so there’s no starting over.
One automation engine, every channel
Customers don’t think in channels — they just want help. But most support tools treat chat, voice, and email as disconnected workflows.
Assembled’s AI agents change that. They run on a single automation engine across chat, voice, and email, so support stays consistent everywhere:
- In chat: fast, real-time resolution
- In email: thoughtful, multi-threaded support
- In voice: natural, conversational answers
It’s one logic layer, one set of workflows, one orchestration engine — so your team doesn’t have to reinvent the wheel for every channel.
For support leaders, that means:
- Consistent experiences across touchpoints
- Unified reporting and performance metrics
- Scalable automation without duplicated effort
Built to partner with your team — not replace it
Assembled’s AI agents don’t replace humans. They empower them.
By handling routine cases, our agents give your team more time for complex, high-value work. It’s a true human-AI partnership:
- AI handles high-volume, low-complexity work with speed and accuracy
- Agents step in when it matters most, backed by full conversation context
- Everyone stays in sync, without repeated questions or disjointed handoffs
And because it all lives on the same platform as Assembled’s workforce management tools, you can forecast, schedule, and plan for hybrid models with clarity — scaling intentionally in an AI-first world.
Resolution is the metric that matters
Most vendors focus on deflection. We measure resolution — because that’s what customers actually care about.
With Assembled’s AI chat agent, support teams see:
- Up to 70% resolution rates without human involvement
- Immediate responses that eliminate wait time
- 10–15% CSAT lifts through faster, better support
- 30–40% lower handling costs by reducing manual work
- 20–30% gains in agent productivity
- Smarter staffing from AI-aware forecasting
And it’s all measurable. With built-in reporting, you can:
- Track resolution and response quality
- Monitor automation accuracy
- Identify gaps and iterate
Because success isn’t just moving fast. It’s solving problems — for your customers and your team.
See it in action
Curious what a 70% resolution rate looks like in your queue?
Book a personalized demo to see how Assembled’s AI chat agent tackles your top chat use cases — from account lookups to refunds to seamless escalations. No scripts. No dead ends. Just fast, brand-aligned resolutions that scale.
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