The Curious Engineer

All blogs / AI / ML

Assembled Blog

assembled.com/blog

Thoughts and updates on all things support operations, AI support automation, and workforce management from the Assembled team (and friends).

AI / MLTech news / industry

’20’21’22’23’24’25’26
Posts
260 from 1 Jun 2020 to 29 Oct 2026
Posting
weekly (30 in the last year)
Kind
company blog

2026 23

  1. News and UpdatesIntroducing Shift bids: A fairer way to assign shiftsExplore more
  2. News and UpdatesIntroducing Assembled for Nextiva: Staff your contact center around real demandExplore more
  3. News and UpdatesIntroducing Dynamic Routing for smarter AI handoffsExplore more
  4. News and UpdatesAugust Product Roundup: What's new for admins and QA teamsExplore more
  5. EngineeringCode review bottlenecks: How we hill climbed our way to higher PR throughputExplore more
  6. News and UpdatesIntroducing workflow monitoring: See what's working, fix what isn'tExplore more
  7. News and UpdatesIntroducing Data ConnectorsExplore more
  8. AI and AutomationAssembled MCP use cases: 3 workflows running in productionExplore more
  9. Read now
  10. AI and AutomationWhat is agentic workforce management?Explore more
  11. News and UpdatesIntroducing the new mobile agent experience in AssembledExplore more
  12. AI and AutomationIntroducing Knowledge OpportunitiesExplore more
  13. News and UpdatesAssembled brings agentic workforce management to Five9’s Intelligent CX PlatformExplore more
  14. AI and AutomationWhat we learned by putting our voice AI into our own support queueExplore more
  15. Introducing Brand Studio
  16. Introducing AI Experience Scores
  17. AI-Powered WFM for Genesys Cloud | Assembled
  18. Best AI chat agents for customer support (2026): Platforms compared
  19. 7 best AI copilots for customer support (2026 buyer’s guide)
  20. Schedule Generation: AI-Powered Scheduling | Assembled
  21. Assembled + Level AI: Modern Workforce Engagement
  22. From Customer Success to Product Management | Assembled
  23. Building voice AI at scale: A conversation with Jake Chao

2025 27

  1. A Conversation with Assembled's AI Deployment Strategist
  2. Best AI voice agents for customer support (2026): Platforms compared
  3. 2023 Customer Support Benchmark Survey | Assembled
  4. Future-Proof Your WFM Stack: 5 Requirements for 2030
  5. Future of CX with Assembled, Five9 & Level AI
  6. Assembled + Dixa: Complete Support Ops Solution
  7. Agentic Workflows: Beyond Simple Support Automations
  8. How BPOs and AI Copilot Transform Modern Support
  9. Why Most Support AI Builds Stall | Assembled
  10. How Assembled's Voice AI Works | What Sets It Apart
  11. Assembled's Support Orchestration Suite | AI + WFM
  12. How Support Teams Use Copilot to Boost Performance
  13. Bad chat support is costing you customer loyalty
  14. How Our AI Chat Agent Resolves 70% of Customer Chats
  15. Faster, Smarter Global Support with AI Chat Agent
  16. How to Build Stronger Remote Support Teams | Assembled
  17. Scaling AI in Support Without Losing the Human Touch
  18. Real Call Center Workflows Our Voice AI Resolves
  19. A brief history of AI in customer support
  20. 5 Ways We're Making Scheduling Easier with AI | Assembled
  21. AI-Powered Scheduling for Agent Flexibility | Assembled
  22. Buying AI for support? Here’s what most teams get wrong
  23. Why This Former WFM Joined Assembled's Mission
  24. Engineering AI-Powered Support: Q&A with Joe Gershenson
  25. Closing the BPO Quality Gap: 5 Expert Takeaways
  26. Learn more
  27. How AI Support Tools Are Priced: Questions to Ask

2024 36

  1. How to approach an RFP for AI-powered support
  2. Assembled 2024 Year in Review | What we shipped
  3. 7 expert strategies to accelerate your BPO onboarding
  4. 5 Key Learnings: Building a Support Team with AI
  5. A step-by-step guide to growing your WFM team
  6. How to build a contact center budget that delivers
  7. DIY AI Agents for Faster Case Resolutions | Assembled
  8. How to turn your BPO agents into team players
  9. How to get buy-in for customer service outsourcing
  10. A guide to optimizing your knowledge base for AI
  11. How to assemble accessible apps
  12. The Gen AI hype is over — now comes the hard part
  13. Building a crisis-ready support function with AI and WFM
  14. 7 Tips for Navigating the End of Daylight Saving Time
  15. Beyond the RFP: 11 Things WFM Vendors Hide | Assembled
  16. 5 tips for empowering agents through adherence
  17. Funny tales from the frontlines of customer support
  18. How to Engage & Motivate Agents | Q&A with Dutchie
  19. Building customizable roles at Assembled
  20. Best practices for agent-friendly scheduling
  21. A winning formula for navigating outsourcing partnerships
  22. Going from great to top 1% with AI automation
  23. Empowering operational excellence with data-driven WFM
  24. Customer-First Support Strategy with Best-in-Class Tools
  25. 4 Reasons Assembled's Case Lifecycle Saves You Money
  26. 6 core tenets of effective WFM data practices
  27. Beyond the Chatbot: Targeted Automations from WFM
  28. 100 Assemblers and Counting: Q&A with Early Hires
  29. Building Assembled: Q&A with an Early Engineer
  30. From Power User to Product Evangelist | Assembled Q&A
  31. Better RAG Results with Reciprocal Rank Fusion
  32. 3 Things to Look for When Choosing an AI Copilot
  33. 7 tips to get ahead of daylight saving time
  34. 6 Steps to Find the Right WFM Vendor | Assembled
  35. How to Build the Ultimate Customer Support Tech Stack
  36. 5 ways your customer support tech stack is failing you

2023 19

  1. Assembled 2023 Year in Review | What we shipped
  2. LLM Evaluation Metrics in Customer Support | Assembled
  3. Behind Assembled's Big Bet on AI | Team Conversation
  4. Assembled Grows in the G2 Fall 2023 Enterprise Report
  5. The Ultimate Guide to Effective Vendor Management
  6. A Career Guide for Workforce Managers | Assembled
  7. 6 questions to ask when building your WFM team
  8. Get faster, more secure logins with SAML SSO for Assembled
  9. Enhanced Real-Time Management Experience | Assembled
  10. 2023 Customer Support Benchmark Survey | Assembled
  11. WFM Guide to Back-Office Contact Center Operations
  12. Fantastic forecast models and how to find them
  13. Building an Elastic Workforce: Planning & Execution
  14. What is the difference between BPO and call centers?
  15. Drive CX efficiencies with data you can trust
  16. Assembled earns 49 badges in the G2 Winter 2023 Report
  17. How I Got My Team on Board with WFM | Assembled
  18. 5 customer support trends to watch in 2023
  19. How we build empathy with company-wide support rotations

2022 23

  1. Assembled 2022 Year in Review | What we shipped
  2. Assembled WFM for Zoom Contact Center | Now Available
  3. Build a Smarter Contact Center with Amazon Connect
  4. Consolidate Time-Off Requests with Workday & HiBob
  5. Demystifying BPO management for your support team
  6. 6 tips for driving better scheduling practices
  7. 7 ways to improve schedule adherence
  8. Build a Recession-Proof Support Team with BPO
  9. Effective SLA Management with Limited Resources | Assembled
  10. How to Be a Great Customer Support Team Leader
  11. 5 Steps to Build Empathy & Inclusivity in Support
  12. A new frontier: Introducing our email backlog forecast
  13. Professional Development for Customer Support Agents
  14. A Series B announcement, and a thank you
  15. Assembled raises $51M in Series B fundraising
  16. How to Build a Workforce Forecasting Process | Assembled
  17. How to Improve Employee Experience & Workforce Planning
  18. 5 Steps to Flexible Work Arrangements for Support Teams
  19. How to Achieve Effective BPO Management | Assembled
  20. Meet our new Agent Scorecard and MaestroQA integration
  21. How to Refine Your Capacity Planning Process | Assembled
  22. 5 Strategies to Future-Proof Your WFM System
  23. 7 Assembled WFM Features Changing Customer Support

2021 14

  1. 9 Customer Service Metrics Every Support Team Must Track
  2. 7 Ways to Boost Employee Morale in Customer Support
  3. Assembled + Google Calendar = your new favorite schedule
  4. 3 signs that it's time to think about workforce management
  5. How Assembled Co-founder John Wang Raised $20M | Story
  6. New Onboarding Updates | Get Started with Assembled
  7. At Assembled, I'm a lot more than an engineer
  8. Giving our customers better metrics visibility
  9. Configurable forecasts and revamped infrastructure
  10. Assembled raises $16.6M in Series A fundraising
  11. 5 ways workforce management can deliver quantifiable value
  12. 3 ways to measure your team's work rate
  13. Enterprise-ready security: SOC 2 compliance and more
  14. Your adherence and conformance cheatsheet

2020 10

  1. Introducing the Assembled App for Zendesk
  2. A guide to holiday forecasting for support teams
  3. Introducing the Forecast Accuracy Report
  4. 3 Ways to Communicate Support's Value to Leadership
  5. Expanded metrics for improving team performance
  6. How Assembled uses Retool to build internal tools
  7. Crafting your support channel strategy
  8. 5 ways support teams leave money on the table
  9. Future proofing your support team
  10. Assembled for Kustomer: Seamless Workforce Management

Undated 108

  1. How to roll out an ai copilot your support team will actually use
  2. How to scale with bpo
  3. How to talk to your team about adherence
  4. How to think about the proof of your ai proof of concept poc
  5. How to upgrade customer support training and onboarding
  6. How to use chatgpt for faster more empathetic customer support
  7. How to use erlang c to plan staffing
  8. How we learned to stop worrying and love the ai in coding interviews
  9. How we saved hundreds of engineering hours by writing tests with llms
  10. How we shipped gpt 5 support before lunch
  11. In a world of ai and disruption are soft skills even more important for cx teams
  12. Insights on customer support software channels and challenges
  13. Introducing a new era of support operations with case lifecycle
  14. Introducing assembled for gorgias workforce management built for e commerce support teams
  15. Introducing assembleds servicenow integration
  16. Introducing bpo wfm integrations
  17. Introducing five9 integration
  18. Introducing gladly the newest addition to the assembled integration lineup
  19. Introducing our new integration for ujet
  20. Introducing the assist omnichannel ai agent
  21. Introducing the first all in one solution for bpo management
  22. Investigating user behavior click by click
  23. Is your wfm tool draining your time and money
  24. Klaus qa integration for assembled
  25. Kustomer interviews assembled ceo ryan wang on the future of ai and support ops
  26. Launching event optimizations
  27. Launching live chat support vs live phone support
  28. Laying foundations of operational scalability a q a with assembleds first support hire
  29. Learning on the job a q a with one of assembleds first business generalists
  30. Lessons in adaptability a conversation with doordashs wfm leader
  31. Lessons learned from scaling customer support
  32. Leveraging the champion challenger model to optimize bpo performance in cx
  33. Light mode
  34. Make smarter business decisions faster with wfm data and ai
  35. Making space for neurodiversity in wfm
  36. Making wfm easier thanks to customer feedback
  37. Managing up managing down leadership skills for workforce managers
  38. Meet assembled for salesforce
  39. Meet assist ai voice support built for resolution
  40. Meet the brand new time tracking experience in assembled
  41. Migrating to gpt 4o how assembled achieved rapid transition
  42. Move beyond wfm to accomplish workforce optimization
  43. Navigating the ai maturity curve in customer support
  44. Navigating the maze of multi bpo integration unlocking efficiency and excellence
  45. Nitty gritty operational work a q a with assembleds csm turned product manager
  46. Np hard scheduling optimization
  47. Observations from dogfooding our own ai product
  48. Our very new staffing timeline
  49. Predicting the future
  50. Product lessons from dan robinson former cto of heap
  51. Product roundup our biggest configurability feature launches in 2024
  52. Real agentic workflows our chat ai resolves
  53. Say hello to time tracking for zendesk support
  54. Scale customer support with business process outsourcing
  55. Scaling llms with golang how we serve millions of llm requests
  56. Scaling support in an ai first world insights from assembleds head of product
  57. Schedule adherence finding the sweet spot
  58. Schedule more efficiently at scale with these time saving updates
  59. Search within assembled at the speed of light
  60. Service cloud users can now access assembled wfm on salesforce appexchange
  61. Setting a metrics driven culture
  62. Should you use ai for customer support
  63. So you missed sla what happened
  64. Streamlined scheduling
  65. Streamlining support with assembled talkdesk
  66. Supercharge your omnichannel support strategy with ai
  67. Tackling the unsolved problem of bpo management a q a with assembleds most tenured engineer
  68. Take the guesswork out of bpo invoices with our new billing report
  69. The benefits of api first support tools
  70. The case for wfm proving roi and impact
  71. The cost of complexity are you overengineering your wfm
  72. The evolution of customer support roles in the age of ai
  73. The hidden costs of outdated wfm tools and what to do about it
  74. The importance of workforce management software integration with zendesk
  75. The matt rinkol playbook for enterprise wfm
  76. The most commonly believed myths about workforce management
  77. The new economics of phone support and why resolution is the metric that matters
  78. The new way to bpo
  79. The new way to staff for omni channel in service cloud a q a with autodesk construction cloud
  80. The only wfm rfp template youll ever need
  81. The power of workforce management software integration with intercom
  82. The rise of strategic customer support teams an interview with assembled co founder brian sze
  83. The state of support ops in 2025
  84. The state of support tech in 2024
  85. Tips for call center scheduling
  86. Transform your support operations with our updated forecasting experience
  87. Understanding omnichannel customer support
  88. Unpacking intercom pioneer 2024 ai insights and the future of customer support
  89. Unveiling assembled assist
  90. Ux at assembled
  91. Webinar recap 5 tips for support operations leaders
  92. What exactly is workforce management
  93. What is wfo
  94. What to look for and what to avoid when buying wfm in 2026
  95. Why customer support teams are ditching chatbots for ai agents
  96. Why customers hate ivr and how you can fix it
  97. Why i code as a cto
  98. Why support teams needs a customer centric culture
  99. Why tech stack consolidation isnt the magic bullet you think it is
  100. Why the future of wfm is more human than ever and how ai helps
  101. Why top organizations use workforce planning
  102. Winning ai powered support with assembled salesforce agentforce
  103. Workforce capacity planning faqs
  104. Workforce management best practices
  105. Working with bpos
  106. Your agents need an ai copilot
  107. Your guide to understanding how ai fits into customer support
  108. Your llm provider will go down but you dont have to