DIY your way to AI agents and deliver perfect case resolutions, faster than ever
It’s no secret that Assist, Assembled’s AI resolution engine, has had a major impact on the support functions that use it. From helping Tithely drive down average handle time by 26% (while delighting and empowering agents!) to fully automating over half of support interactions for Thrasio, Assist is boosting support efficiency while delighting customers. Our focus on customization, control, and quality de-risks AI and gives support teams the flexibility to implement AI in a way that matches their strategy.
Introducing Assist workflow builder
We believe that working with AI should be as easy as possible, so you can make a positive impact on your customers, fast. It’s hard to create empathetic, human-sounding AI interactions if you’re bogged down in technical details and code, which is exactly what happens with traditional workflow builders. They tend to be complex with tons of steps you have to unknit when things change, so it's tough to be agile. We want to free you up to think creatively about how to deploy AI in a way that feels purpose-built for your business.
That’s why we’re announcing the next evolution of Assist’s AI-powered automation capabilities with the release of our workflow builder, which lets users design custom AI agents. It’s flexible AI for support, with a simple interface that gives you total control of when, where, and how AI and human agents work together.
We’ve been working with innovative support teams and have seen firsthand that there’s a whole spectrum of interactions these teams have with their customers. Some cases can be easily handled in a single touch and some cases involve careful hand-off and multiple expert interactions before they’re resolved, plus there are a variety of cases that fall somewhere in between these extremes. We designed our AI workflow builder to give you the flexibility to let Assist help in every one of these cases.
With the Assist workflow builder, you can create a resolution path with as many conditions and nuances as you need to reflect your internal procedures. Because Assist uses generative AI, the process of creating a workflow is much simpler than past generations of tools, which required complex setup and detailed step-by-step flows that were all too easy to break. Implementing an AI automation in Assist looks a lot more like drafting a standard operating procedure: pick the kinds of cases the automation will apply to, describe what AI is meant to do in plain language, and pick your integrations.
You can take your automation for a test drive by either selecting a ticket to preview its impact on, or by entering plain text of a hypothetical ticket to see what will happen. You can also choose cases in bulk to evaluate the impact of AI across multiple tickets to get a sense of how AI will perform before you activate the automation.
Once you’re satisfied with how AI is working, you can pick how you want the automation to activate. This is where you choose when, how, and if a human agent steps into a specific workflow. Automated responses can be automatically sent behind the scenes, populated as replies in the message box for review and editing before sending, or automatically drafted in the copilot as a recommended reply.
Endless options for complete control and creativity
We’re excited by the innovative ways our customers are using Assist’s workflow builder and want to share the inspo with you! Imagine the time you’ll save by implementing similar AI resolution paths for your team.
The use case: influencing the influencers
The continued popularity of social media platforms means there are a ton of amazing opportunities for brands to partner with influencers. Companies are likely to have an influencer playbook with rules about how to handle requests for collaboration and samples. It can be challenging for agents to handle the volume of these requests efficiently and in-policy, so having automations can take the stress off your teams. Let an automation enforce a sample policy, build an automation to triage influencer requests, and put AI to work helping influencers find what they need without putting a strain your support resources.
The use case: the accidental non-customer
Look, it happens: companies sometimes have very similar names, and that can lead to customer confusion. Is the customer looking for Delta Dental, Delta Faucets, or Delta Airlines? Or maybe someone is trying to figure out which Dove they need—the soap or the chocolate. If your support agents find themselves needing to gently remind people that they’re in the wrong place, an automation might be exactly what you need. Assist customers have set up AI-powered automations to point folks who’ve gotten lost back in the right direction with a friendly, human message (without draining agent time!).
The use case: sharing discount codes
Sometimes, you want to show a little love to your customers and sharing a discount code can be a great way to say “thank you.” Maybe it’s a sign of gratitude for a repeat customer or maybe it’s a way to make it right if a customer encountered a hiccup. Assist workflows are a great way to set up scenarios to delight customers with a custom discount code. Because Assist can connect with your systems, it will understand the context of the customer’s case and be able to make the right decision about when to sweeten the deal with a discount.
Easy to get started
We’ve made it easy to get started with Assist. Whether you want to empower agents with our customizable copilot or dive into full, end-to-end automation, we have you covered! Contact us and try Assist today.
