### What

Assembled is building the unified operating system for modern support operations. Originally launching as a next-generation Workforce Management (WFM) platform to help teams optimize staffing schedules, the company has strategically expanded its product suite to orchestrate the entire customer support ecosystem. Their long-term vision is to bridge the gap between human empathy and AI efficiency, enabling enterprises to seamlessly manage in-house agents, BPO vendors, and native AI agents from a single, centralized command center.

### Why

The traditional approach to customer support relies on fragmented tools—spreadsheets for scheduling, disparate vendor management platforms for BPOs, and siloed AI bots that cannot hand off context. Assembled’s 'secret sauce' is its deep integration capability and ML-driven unified orchestration. By combining ML-based forecasting with an agentic AI schedule generator, it solves the severe friction of manual capacity planning. Furthermore, its native AI Agents handle tier-one resolution while its AI Copilot provides real-time translation and reply drafting for human agents. The theoretical impact is immense: radically lower support costs, SLA-proof staffing, zero context loss during escalation, and completely optimized hybrid workforce operations.

### How

Assembled plugs directly into an organization's existing tech stack (helpdesks, CRMs, communication channels) via robust integrations and open APIs. It continuously ingests historical and real-time data to accurately forecast contact volume.

• For Planning: Workforce managers use the dashboard to automatically generate optimized intraday schedules, taking human and AI capacity into account.
• For Resolution: Integrated AI Agents autonomously navigate multi-step workflows to resolve issues across chat, email, and voice. When escalation is necessary, the issue is seamlessly routed to the right human agent with full context.
• For Agents: Human agents utilize the AI Copilot to draft styled replies, translate languages in real time, and access dynamic knowledge bases.

### Who

Founded in 2018 and headquartered in San Francisco, California, Assembled was launched by three former Stripe employees. The executive team includes brothers Ryan Wang (Co-founder and CEO) and John Wang (Co-founder and CTO). Both have deep engineering roots—Ryan previously focused on machine learning and fraud detection at Stripe, while John brings engineering expertise from MIT and Stripe. The company culture is intensely "obsessed with support," explicitly celebrating workforce managers as the unsung heroes of customer experience.