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March 18, 2025
Winning AI-powered support with Assembled + Salesforce Agentforce
AI is reshaping customer support at an unprecedented pace. Solutions like Salesforce Agentforce are making interactions faster and more efficient, automating common inquiries, and driving smarter resolutions. But AI alone isn’t enough — it needs the right human expertise, at the right time, in the right place, to deliver real impact. That’s where Assembled comes in.
Assembled is the modern support operations platform that optimizes staffing, balances AI and human workflows, and ensures every interaction is handled seamlessly.
With deep, native integrations into the Salesforce Service Cloud ecosystem, Assembled + Agentforce enables faster resolutions, smarter staffing, and better customer experiences.
"With Assembled and Salesforce, we can ensure our AI and human teams work together effectively to deliver faster, more personalized customer experiences."
Kevin Lada, Director of Solutions Engineering, Service Cloud, at Salesforce
Why Assembled + Agentforce?
With AI handling repetitive tasks, support teams need to staff for complexity, not just volume. Assembled gives teams the data to forecast where AI is most effective and where human expertise is critical, meaning AI gets applied strategically, not blindly.
Here’s why this connection is so valuable:
- Seamless integrations: Assembled connects directly with Salesforce Service Cloud, pulling in contact volume, agent data, and historical trends to optimize workforce planning in real-time. Teams stay fully connected to the Salesforce ecosystem with our Slack integration and API, which pulls data seamlessly into Tableau.
- AI-powered efficiency: Pair Assembled’s ML-driven forecasting models with Agentforce’s AI-driven solutions to make smarter staffing decisions that drive consistent customer outcomes. Our case lifecycle data model is custom-built for Salesforce and helps teams unlock the full potential of Omni-Channel Routing, accounting for all transfers and escalations.
"The case lifecycle approach that Assembled takes is a game-changer. It gives support teams a holistic view into agent contributions across live and async channels."
Kevin Lada, Director of Solutions Engineering, Service Cloud, at Salesforce
- Holistic workforce visibility: Get a full picture of in-house, outsourced, and AI-assisted agents, ensuring your support operation runs smoothly and efficiently.
- Real-time, dynamic staffing: AI escalates complex cases? No problem. Assembled dynamically adjusts staffing needs, ensuring smooth hand-offs between AI and human agents without overstaffing.
- Actionable AI impact measurement: Move beyond basic deflection rates — understand how AI is actually affecting agent workload, response times, and overall customer experience.
How Assembled + Agentforce can level up your support
AI is only as effective as the workforce behind it. Assembled makes sure support teams are staffed dynamically across human, outsourced, and AI agents, so the right people are working on the right tasks. By automating scheduling based on real-time AI escalations, support leaders can ensure seamless coverage across live chat, email, voice, and social channels. AI-generated escalations are handled with precision, ensuring human agents step in exactly when needed — without unnecessary overstaffing.
Optimized scheduling and workflows
Agentforce guides agents with AI-driven recommendations, while Assembled ensures agents have the right schedules, workloads, and support to act on them. Balanced scheduling reduces burnout, while performance tracking helps managers coach both human and AI-assisted interactions more effectively. Proactive notifications in Slack also alert agents and managers to keep everything on track all day long.
"We've had a lot of success with Assembled in looking at our staffing versus impact, versus the inputs from the customers. It helps us ensure the right number of agents are assigned to the right tasks, no matter the channel."
Josh Stern, Principal Solution Architect at Engine
Visibility across in-house, outsourced, and AI agents
Assembled brings full visibility into real-time performance for all agent types. By integrating directly with third-party tools with Vendor Management, it optimizes staffing across AI, BPOs, and internal teams, ensuring efficiency without sacrificing quality. Comparing AI-assisted resolution rates across different workforce types allows teams to fine-tune strategies based on data rather than guesswork.
Measuring the real impact of AI
Assembled gives support leaders the tools to measure how AI truly impacts agent workload and customer resolution rates. Instead of just tracking whether AI contained an issue, managers can analyze AI interventions' overall effect on customer outcomes and refine automation strategies based on real-world insights.
How support teams can leverage Assembled + Agentforce today
Support leaders need to strike a balance between efficiency and experience. Here’s how Assembled + Agentforce helps teams scale, adapt, and optimize their support operations in a rapidly evolving AI landscape.
Scaling support without adding unnecessary headcount
Many teams struggle to balance support quality with budget constraints. With Assembled + Agentforce, support leaders can automate staffing decisions based on AI-driven forecasts, allowing them to scale efficiently without hiring unnecessary headcount.
Managing hybrid workforces with real-time adaptability
With remote, in-office, and BPO agents in the mix, it’s tough to maintain consistent coverage and performance. Assembled provides real-time adherence tracking, helping managers adjust staffing based on live Agentforce data.
Enhancing AI-assisted interactions with human oversight
AI is powerful, but it’s not perfect. When a chatbot or AI-powered assistant fails to resolve a case, Assembled ensures that a human agent with the right expertise is available to take over.
Future-proofing your support operations
AI is transforming support, but human expertise remains irreplaceable. With Assembled and Agentforce working together, support teams can achieve the best of both worlds — leveraging AI to drive efficiency while ensuring agents have the resources they need to succeed. Assembled doesn’t just help teams react to demand — it enables proactive, data-driven workforce planning that turns customer support into a strategic advantage.
Ready to see how Assembled + Agentforce can transform your support? Get in touch today.