Assembled 2024 year in review

2024 has been a year of transformation for Assembled, defined by deep partnerships, innovation, and tripling down on our commitment to helping support teams thrive. We partnered with more customers, went out on the road more than ever, and shipped more product features than any year before. Here’s a look back at a year shaped by our customers, our values, and our vision of building the future of support operations.

It starts with our customers

Our product development philosophy is simple: partner closely with customers and iterate quickly. By pairing Assembled’s deep expertise in support with customer insights and market trends, we’re developing solutions that redefine what’s possible for support teams. Some of our most innovative launches were born out of our work in the trenches of support alongside the world’s most discerning brands.

We firmly believe there’s no substitute for being in the room with the people doing the work. Everyone on the Assembled team spends as much time as possible meeting our customers, and we’ve even enshrined it in one of our company values: Get on the plane. Through our Project Plane initiatives, we’ve visited over a dozen countries this year, meeting face-to-face with our customers, solving challenges in real time, and gathering unfiltered insights. From our biggest launches down to the smallest UI enhancements, our customers help shape every part of our product.

Expanding the Assembled community and ecosystem

This year, we hit the road — and the stage — more than ever before. 30+ conferences, happy hours, dinners, coffee chats, partner meetups, and sporting events brought us closer to the workforce management and support communities, giving us even more opportunities to learn and share ideas.

These events play an important role in keeping us up to date on the industry’s biggest challenges and opportunities. We loved meeting so many of you out and about, from Las Vegas to Nashville to London, and beyond, and we can’t wait to get to know even more of you in 2025.

A year of product innovation

Assembled is building the command center for support issue resolution that coordinates the work of in-house agents, BPOs, and AI agents, focusing on our three core products: Workforce Management, Vendor Management, and Assist AI. As customer expectations rise and operations become more complex, we’re building integrated solutions that simplify, scale, and support every step of the journey.

So what did we launch? Let’s get to the good stuff.

AI that automates every channel and empowers every team

2024 was the year we brought Assist to life. Purpose-built to tackle the challenges of modern support operations, Assist equips every agent with a super-suit to perform like your best agents, while also automating support interactions across all channels with generative AI. The result? A smarter, faster, and more scalable way to deliver better customer experiences.

We’ve already seen 20% drops in handle times, 50% gains in productivity within weeks, and notable improvement in CSAT and the ability to support a global customer base in their own language. And by integrating AI data into WFM staffing models, teams can make better decisions about coverage, workload distribution, cross-training, and performance management.

Automate support case resolution with generative AI

Assist’s AI Agents work across channels to autonomously resolve complex cases quickly while delighting customers. By handling repetitive workflows like password resets, returns, order status, Assist frees up agents to focus on high-value cases that need the human touch. To do this, Assist augments cases with AI-enabled categorization, analysis, and sentiment and integrates with tools like Shopify, Loop Returns, and internal systems for seamless workflows. And this added efficiency extends beyond routine workflows, helping teams effortlessly manage spikes in demand.

Teams can respond to these unexpected spikes with increased automation and scale back during slower periods when there’s more time to deepen customer relationships. With maximum flexibility and control, teams are empowered to decide when to automate and when to keep a human in the loop, all while maintaining SLA commitments. Over time, Assist continues to learn and tackle increasingly complex cases, automating more of your support operations.

AI Workflow Builder enhances this automation by enabling teams to design and scale workflows tailored to their needs, all without coding. Unlike black-box AI solutions, Assist offers full transparency and control, combining the power of generative AI with the precision of human-designed workflows. Teams can configure exactly where AI steps in, augmented by integrations with knowledge sources like Google Drive, Guru, and Confluence. Dynamic resolution path previews provide clear visibility into how automations will perform, while an intuitive setup allows teams to start small and scale incrementally. This can add up to massive gains, helping teams like Thrasio automate over 53% of interactions and make swift, strategic decisions.

Empower agents to deliver their best work

Assist Agent Copilot turns every agent into a top performer by combining AI-driven insights with your company’s knowledge base and past tickets. By auto-drafting replies, summarizing interactions, and providing instant answers, Agent Copilot lets agents stay focused on solving problems, not searching for information. Language detection and real-time translation enable seamless global communication, while Wrap-up Templates streamline ticket closures with consistent, professional summaries. Assist is built to work within your brand’s voice, ensuring every interaction aligns with your standards. With Agent Copilot, agents are primed to deliver exceptional customer experiences with speed, accuracy, and confidence.

Maintain transparency and control with AI reporting and admin tools

For admins, Assist comes loaded with a suite of tools to enhance visibility, control, and decision-making. The Assist Quality Report gives you a detailed view of Assist’s performance with key metrics like reply accuracy, knowledge retrieval, and style, putting actionable insights at your fingertips and helping you fine-tune automation with ease.

Quality Evaluations and a comprehensive, customizable style guide ensure that customer replies always meet your brand standards.

Ready to see Assist in action? Explore our interactive demo here.

Workforce Management that keeps teams in sync

Workforce management continues to be the cornerstone of support operations, and this year we delivered new tools to make it easier than ever to manage staffing coverage (and maintain your team’s sanity). Intuitive scheduling, adaptable forecasting, and endless insights — all wrapped up in a shiny, user-friendly bow.

Flexibility meets control with seamless scheduling

Scheduling can often feel like a delicate balancing act, but this year we introduced tools that made it faster, more flexible, and, dare we say, fun. Get ready to ditch the chaos and keep your scheduling in flow.

Extra Work and Voluntary Time Off (VTO) options empower agents with more control, allowing them to adapt their schedules as life happens. Meanwhile, managers gain new tools to stay responsive to agent requests without sacrificing coverage. To keep things fair and streamlined, Custom Time-Off Rules helps enforce time off policies, explaining rejections so managers don’t have to.

We also rolled out Agent Shift Patterns, making recurring schedules a breeze by dynamically populating working hours and shading out downtime. No more tinkering with spreadsheets — just schedules that work. And with Custom Schedule Permissions, everyone gets just the right level of access to edit schedules, while sensitive events stay protected.

Forecast staffing coverage with greater precision and machine learning

Forecasting leveled up in a big way this year. By introducing the Prophet Forecasting Model, Assembled can now capture even the trickiest seasonal trends while adapting to the unexpected, keeping your team prepared for whatever comes next. Because we know time is always of the essence, we’ve optimized our forecasting for speedier computing times. You’ll be generating reliable forecasts faster than you can say “Assembled.”

And when real life doesn’t align perfectly with predictions, Forecast vs. Actual Reporting on the Realtime Overview make it easy to spot trends and adjust plans in the moment. But the real MVP this year? The industry’s first and only Case Lifecycle data model unlocks the full potential of Salesforce Omni-Channel. By breaking down every interaction (transfers, escalations, reopens — you name it), we help you staff with the ultimate precision for every team that touches a case, not just the team that solves it.

Whether you’re planning for peak season or an ordinary week, Assembled’s forecasting tools are here to help you staff smarter. Teams like Lyra Health are seeing up to $500k annual savings due to gains in staffing accuracy.

Make critical adjustments instantly with proactive real-time management

The future of real-time management is here to surface in-the-moment insights, give actionable advice, and help you adapt on the fly with confidence. The Configurable Realtime Overview puts you in the driver’s seat, letting you tailor what metrics matter most to your team — because one-size-fits-all doesn’t really fit anyone. For more precise tracking, Configurable Occupancy ensures your calculations match your unique agent states and business needs. With more visibility into real-time activity, teams like Ipsy have seen 97% adherence with 100% SLA compliance.

For the multi-taskers out there who need to stay on top of everything, everywhere, all at once, Slack Notifications for adherence, channels, and queues deliver alerts right where your team is already working. And when things go off track, Threshold Alerts for adherence make it easy to spot and fix issues before they escalate. No matter the support channel, Assembled ensures real-time operations are always in sync.

Turn data into business decisions with robust integrations

At Assembled, integrations are near and dear to our hearts, and we take special care to ensure that your data can flow seamlessly, in real time, with accuracy you can rely on. This year we added several new integrations to our lineup to ensure your tools work wherever you work.

Our Salesforce Schedule Integration allows agents to see their schedules and initiate schedule change requests within Service Cloud, eliminating context-switching and keeping agents focused. Our Gladly Integration brings all the benefits of workforce management to Gladly users, pulling in their contact data and helping them optimize their operations. And new advanced Queue Rules with Boolean logic let Assembled map even better to your CRM.

The Observe.AI integration brings QA scores directly into the Agent Scorecard, creating a single source of truth for coaching agents and tracking performance metrics. Finally, we’re bringing you more ways to extract the metrics that matter most — now you can pull data to Google Sheets as an individual or recurring export, cutting down on manual workflows.

Secure your operations with advanced access control

As teams scale and adapt their operations — adding new teams, new specialized roles, or even new BPOs — advanced security becomes mission-critical. Custom Roles and Permissions allow admins to create and configure new roles tailored to your team’s specific needs. This gives you the most precise control over user access to all Assembled features, ensuring your team members have just the right permissions for their tasks while maintaining company security standards.

Click through our interactive WFM demo to experience all these features and more.

Vendor Management to stay in lockstep with your BPOs

This year, we continued to build out Vendor Management, the only tool in the industry made to help support teams streamline operations with their BPO partners and maintain visibility across outsourced agents. With new integrations to Alvaria and Injixo, and options to sync custom scheduling tools — alongside existing connections to NICE IEX and Verint — teams can sync BPO schedules seamlessly for greater transparency and efficiency.

Sync History enables detailed troubleshooting and error reporting for schedule syncs, while the introduction of 15-min, 30-min, and daily intervals and a new time zone selector adds flexibility for custom operational needs. Additionally, the upgraded BPO Planner lets teams compare allocations over time, making billing reconciliation and strategic planning easier than ever before.

Together, these updates make vendor management a faster, more streamlined process, building a trusting partnership between you and your BPOs, and saving hours of manual work per week. Teams like DailyPay are seeing over $1 million in savings annually across their BPOs by leveraging Assembled. See it for yourself in our interactive demo.

UX upgrades to manage operations at the speed of change

Great tools need great design, and Assembled leads the pack in user experience and ease of use. This year, we prioritized thoughtful, iterative improvements that make every interaction smoother and faster than ever, without disrupting your team’s existing workflows.

Staffing Timeline updates make events and conflicts clearer, while drag-to-zoom and drag-to-select features simplify forecast adjustments. Our new Time Zone Selector allows users to search by region, making it simple to identify the correct time zone. We’ve also optimized the way space is used throughout the UI, introducing a more compact layout with sticky headers that keep key controls just a click away.

Navigating the platform has never been easier thanks to updates like the People Page refresh, complete with sortable columns and bulk actions. For real-time insights, enhanced "current time" indicators on schedules and dynamic threshold alerts provide clarity at a glance. Faster load times across almost every page ensure your team never misses a beat.

Accessibility was also a key focus, with new keyboard navigation shortcuts, skip links,  and screen reader support ensuring everyone can work effectively. Whether you’re a new user or a seasoned pro, Assembled’s UX upgrades let you focus on what matters most — your team and customers.

Looking ahead: 2025 and beyond

This year, we took big strides to redefine support operations — breaking down silos, elevating customer experiences, and empowering teams to work smarter. But the real magic came from the collaboration between our customers, partners, and team.

We’ve got even bigger and bolder launches in store for 2025. Sign up here to be the first to learn about our latest developments. Thank you for being part of the Assembled journey.

Have feedback or feature requests? We’d love to hear from you. Share your thoughts here.

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