Support operations
built to scale
Modern technology leaders need workforce management and AI automation powerful enough to handle increasing complexity. Get unified support operations that delight customers at scale — from startup agility to enterprise sophistication.
AI that grows with you
Deploy conversational AI that understands your entire product suite and scales quickly. Handle technical troubleshooting, feature questions, and onboarding while maintaining context across your growing platform.
AI agents access product documentation to answer technical questions. Help customers maximize product value without overwhelming your engineering team.
AI handles routine how-to questions while escalating the advanced issues to specialized technical support with full conversation context.
Connect AI to your product roadmap, changelog, and feature flags. Provide accurate information about new features, deprecations, and technical specs as your platform evolves.
Agile, SLA-proof scheduling
Scale across multiple product lines and customer tiers with forecasting that accounts for feature releases and customer expansion. Plan staffing for both technical expertise and AI support as your platform grows.
Intelligent guardrails adapt to release cycles and customer onboarding surges. Scale support capacity quickly during major product launches and feature rollouts.
Handle seasonal patterns, feature releases, and customer growth spurts with models that understand SaaS business cycles. Account for trial conversions and expansion needs.
Track performance across different product lines and customer segments with live dashboards. Make intraday adjustments when new releases impact support volume.
“In 2025, we’re empowering our team to answer tickets faster and smarter. We chose Assembled because it’s an AI copilot and AI agent in one, seamlessly integrating with our internal AI initiatives.”
"What makes support orchestration work is that it treats AI and workforce management as one challenge, not two. We’re solving real problems like, ‘How do we use AI when queues are running hot?’ and ‘How do we rebalance when AI’s volume impact shifts day to day?’ Having a platform that can answer those questions with live data has changed how we staff, how we prioritize, and ultimately how we deliver for creators and fans.”
“In other WFM systems I used, the accuracy hovered around 80%. With Assembled, the forecast was so accurate that I didn’t need to spend time importing a daily forecast in the tool anymore. I trust what I see - at least 90% if not higher. And in terms of time saved, I spend 50% less time on the forecasting piece than I did previously.”
Empower your support team
Turn support interactions into product advocacy moments with AI Copilot that helps agents deliver technical expertise. Every conversation strengthens customer relationships and reduces churn risk.
Track performance across channels with insights like time-to-resolution and customer satisfaction by product area. Identify coaching opportunities for complex technical discussions.
Monitor usage patterns and feature adoption to identify customers who need proactive outreach. Prevent churn by addressing issues before they become cancellations.
Let agents swap shifts, request PTO, and manage schedules while maintaining coverage across technical specializations. Balance flexibility with expertise requirements.
Global vendor management
Manage technical support BPOs with the sophistication technology companies require. Upload capacity requirements for product launches, sync schedules in real-time, and validate technical expertise across vendor teams.
Ensure BPO teams meet technical requirements for your product suite. Track certifications, product training completion, and resolution rates across vendor relationships.
Compare actual hours worked against what's billed with detailed reporting. Essential for SaaS companies managing customer acquisition costs and support expense ratios.
Coordinate technical coverage across time zones with both internal and vendor teams. Ensure consistent product expertise regardless of when customers need help.
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