Real agentic workflows our chat AI resolves

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The promise of AI in support has always been clear: faster responses, fewer tickets, and happier customers. But too often, the reality has fallen short — chatbots that can't think beyond scripts, customers caught in loops, and support teams left cleaning up the mess.

That’s not how we do things.

Assembled’s AI chat agent isn’t built to deflect. It’s built to complete real work — with the nuance, flexibility, and context today’s customers expect.

It’s already tackling the workflows that used to drain hours — damaged item claims, WISMO surges, and subscription changes — all handled end-to-end. All with smart guardrails, so agents can focus where they’re most valuable.

These aren’t hypotheticals. They’re real, agentic workflows helping support teams run sharper, faster, and more efficiently today.

The building blocks: Foundation-level use cases

At its core, Assembled’s AI chat agent addresses the kinds of inquiries that flood queues and drain human time — delivering faster outcomes and better experiences. These everyday workflows are handled from day one:

24/7 first-line support

Provide instant answers around the clock, absorb peak demand, and keep service levels high — even outside business hours.

Customer service triage

Collect context, detect sentiment, and route issues efficiently — ensuring complex ones reach the right people, while simpler ones get resolved instantly.

Technical troubleshooting

Guide customers through setup and diagnostics using documentation — no agent intervention needed.

Knowledge base access

Surface relevant articles and translate technical info into helpful, human responses based on real context.

Order management

Track orders, process returns, and update delivery preferences — instantly and accurately.

Appointment scheduling

Book, cancel, and reschedule with built-in logic for reminders, time zones, and preferences.

Personalized recommendations

Suggest relevant actions or content based on customer behavior and history.

Multi-channel consistency

Maintain context and brand alignment across chat, app, web, and messaging platforms.

Each use case is already in play across leading brands — helping teams reduce handle time, improve CSAT, and shift agent time toward high-value work.

From agent to agentic: Real-world workflows in action

There’s a difference between an AI that replies and one that gets things done. Assembled’s AI chat agent works across tools and systems to drive end-to-end results. Here’s how teams are using it:

Damaged item resolution — from evidence to escalation

Customer: Lulu and Georgia

Luxury home goods retailer Lulu and Georgia used to rely on agents to collect photos, coordinate with suppliers, and initiate refunds — a slow, manual process.

How it works now:

Our AI chat agent handles identification, photo collection, supplier filing, and compensation automatically — escalating only when a human touch is truly needed.

The result:

Faster outcomes and more agent time for high-emotion moments where empathy matters.

Order tracking at scale — WISMO, solved

Customers: Ecommerce brands

“Where is my order?” tickets flood queues, especially during peaks. Our chat agent auto-detects these inquiries, pulls updates, resolves exceptions, and shares real-time tracking — instantly.

Repetitive volume disappears. Agents stay focused. Customers stay informed.

Subscription changes — handled in-channel

Customers: Subscription-based companies

Pauses, cancellations, and offers used to live in agents' heads — inconsistent and time-consuming.

Now, our AI handles the entire flow: adjusting plans, applying offers, and scheduling changes based on customer history.

The impact? Smoother handling, fewer cancellations, and more consistent retention.

Smart scaling in peak season — Thrasio’s Prime Day playbook

Customer: Thrasio

With Prime Day spikes, Thrasio needed to scale support without sacrificing quality.

What’s different:

By combining Assembled’s WFM with our chat agent, Thrasio now:

Forecasts and adjusts in real time
Routes low-complexity issues to AI
Escalates sensitive ones with full context
Updates knowledge bases on the fly

Outcome:

Agile staffing, preserved CSAT, and a better customer experience.

“Now I can quickly make business decisions — do I hire 50 people for Prime Day? Assembled gives me agility without the headache.”

Gershwin Exeter, Chief Experience Officer at Thrasio

Why it works: Built for how support actually operates

Our AI chat agent isn’t just a skin over a model — it’s a fully featured platform designed to drive outcomes, not just conversations. It’s grounded in the real-world systems, logic, and constraints of high-volume support.

Here’s what sets it apart:

Works across your tools
Integrates with your systems of record, knowledge bases, and systems of action — so it can look up, act, and follow through.
Understands nuance
Customizable style guides and sentiment detection ensure interactions feel human, even when they’re not.
Knows when to escalate
Configurable handoffs mean complex issues go to humans with context intact — no dead ends.
Grows with your team
No-code tools and quality reports help your team iterate, improve, and expand automation intelligently.
Earns trust through visibility
Transparent reporting shows what’s working — and what needs fine-tuning.

This isn’t automation for its own sake. It’s about doing the right work, with the right resources, at the right time.

Resolution is the new standard

Support teams today are under pressure to do more — without letting quality slip. The new bar for AI isn’t just fast. It’s outcome-driven.

Assembled’s AI chat agent meets that bar. It doesn’t just handle FAQs or reroute tickets — it drives real results across workflows and scales to meet demand. From WISMO to refunds to retention, it's already powering some of the most efficient support teams out there.

Not every ticket needs a person. But every customer deserves a solution. With the right AI in place, you can deliver both — without compromise.

Ready to see it in action?

Whether you're dealing with ticket spikes, scaling globally, or just tired of chatbots that stall instead of solve — our AI chat agent is built to help your team deliver real results, faster.

Book a demo to see it for yourself.

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