Today, we’re thrilled to introduce Assist as a fully omnichannel AI agent, now available across chat, email, and voice. Thanks to last year’s launch of AI for email, Assist is already helping teams deliver faster, smarter responses. Now, with chat and voice automation in the mix, support teams can seamlessly automate conversations across every channel while ensuring smooth handoffs to human agents when needed.
With chat, Assist can resolve over 70% of conversations by tapping into help center articles, internal knowledge bases, and powerful integrations like Notion and Shopify. On voice, Assist can answer calls, fill in forms, update databases, and transfer customers with full context — ensuring a seamless experience from start to finish. This expansion builds on Assist’s growing capabilities and our commitment to helping support teams work smarter, not harder.
While chatbots deflect tickets, the Assist AI Agent for Chat solves up to 70% of customer issues by generating contextual, personalized, and accurate responses. It integrates with public center articles and internal knowledge bases like Confluence or Notion. Through out-of-the-box integrations like Shopify or custom API integrations to internal tools, it takes actions like processing refunds or looking up an order status. And when it doesn’t know the answer, Assist will escalate to the right human agent, with configurable handoff types and sensitivity.
As an AI voice agent, Assist resolves issues over the phone. Customers can speak naturally, interrupt, change topics, and even carry on a side conversation. More importantly, Assist can give people immediate access to the information they need, like figuring out when their bank transfer will settle through the same integrations as an AI chat agent. It’s not push-button IVR. There are no menus. Your customers will no longer have to yell “Agent! Agent!” Assist is on the line.
Assist AI agents solve up to 70% of issues through knowledge articles and self-learned actions. But what about when agents must follow complex policies? Or when fine-grained control over responses is needed? Our workflow builder enables you to create AI-powered steps. First you describe a scenario: “Select this policy if the customer is dissatisfied or the product has a defect.” Then, you instruct on the proper reply: “Let the customer know their refund was initiated, and reference the amount and order number from Shopify.” Preview the impact of that automation, with chain of thought to understand the model's decisions, before anything goes live. There’s no risk of hallucinations, and you can count on built-in AI reasoning with answers across any channel.
Assembled has spent the better part of a decade working alongside some of the most customer-centric, innovative, and discerning brands in the world. From startups to enterprises with tens of thousands of people in the contact center, we've worked with every level of complexity. Our customers seek to delivery high-quality support, quickly and efficiently.
Assist is built by support experts for support experts. From Workforce Management to Vendor Management to now Assist, our platform provides a single place to plan, manage, and empower human and AI agents. To deliver quality support with a platform that bridges the gap between people and AI, request a custom live demo today.
