Assembled

Who says phone support is dead? Last year, Retention Express LLC — a CX platform for membership and subscription businesses — took in almost a million phone calls. According to CEO and Founder Bobby Thomson, 75% of customer inquiries come through the phone. To support that volume — and do it more efficiently — Retention Express turned to Voice AI. With Assembled, they’ve built a flexible system that routes calls, captures insights, and seamlessly connects to live agents when needed. It’s easy to test, easy to tweak, and built to evolve alongside their operation. Hear how Retention Express is scaling smarter with Assembled.

For Assembled, global expansion wasn’t a strategy on paper. It grew out of years of working with European customers and collaborating with talent that shaped our product along the way. That journey led us to London — our first international hub. The city’s density of AI/ML expertise and its customer-first philosophy made it the right place to better serve our growing base across Europe. Next week at SF TECH WEEK by a16z, our CEO Ryan Wang will join the panel London Calling: Playbook for Global Expansion. Alongside Frontline Ventures, London & Partners, and Taylor Wessing, he’ll share what we’ve learned about when and how expansion really makes sense. Thinking about taking your company international? Register for a candid look at what global expansion really takes: https://lnkd.in/ekd9NKJ3

Team Assembled is heading to Amsterdam for our first-ever CCW Europe! Come see Cassandra Stumer, Monkhoo T., and Mark Palmer at booth #14 to see how our platform combines workforce intelligence and automation to supercharge your support operations.

What does it take to scale globally? 🌍   Join London & Partners, Frontline Ventures, Assembled, and Taylor Wessing on Wednesday, October 8 for a C-Suite roundtable breakfast during #SFTechWeek, TECH WEEK by a16z, kindly hosted by CBRE.   We’re gathering founders, operators, and investors to share what actually works when expanding into the UK & EMEA!   Speakers include:   Ryan Wang - CEO, Assembled Brennan O'Donnell - Partner, Frontline Ventures Penny Harwood - SVP Business Development, London & Partners David Bates - Partner, Taylor Wessing   Register now 👉 https://lnkd.in/ekd9NKJ3 Kyle Dewees, Borja Palma Huarte, Stephen Feline

Building AI for support might look great on paper. Cheaper than vendor fees, more control, tailored to your business. But in practice, it’s a recipe for disaster. Most in-house builds stall at 10–20% automation. Engineers get pulled to higher-priority work. Maintenance piles up. The project never delivers the ROI leadership expected. And here’s the real issue: running AI infrastructure is a specialized job. Without that expertise, internal teams simply can’t keep up with the speed of change in AI. By the time an internal system ships, the market has already moved on. That’s why the smarter bet isn’t to build. It’s to buy — and partner with vendors who deliver support-specific workflows, integrations, and continuous evolution. https://lnkd.in/eXB6hbxP

Last week at the Customer Response Summit, our CPO Olivia Teich moderated a thoughtful discussion on one of the most urgent questions in CX today: how AI is reshaping the talent experience. From redefining the frontline agent role, to rethinking training and reskilling, to how compensation models evolve alongside new responsibilities — the conversation made clear that the future of support is both more human and more technical. Special thanks to the leaders from Microsoft, Southwest Airlines, and Arc'teryx Equipment who joined Olivia on stage to share how they’re navigating this shift.

At Shoptalk last week, our CEO Ryan Wang joined a panel moderated by Pano Anthos of XRC Ventures alongside leaders from Aampe, SpangleAI, and Coframe. The discussion explored how agentic AI is reshaping operations — not just automating tasks, but enabling enterprises to adapt in real time. Ryan emphasized that the real challenge isn’t the technology itself, but making sure organizations have documented processes, integrated systems, and the right change management in place.

Great discussion during Assembled’s panel on hiring, training, and compensation in an AI world. With expert panelists from Southwest Airlines, Microsoft, and Arc'teryx Equipment. #CRSSanDiego #EITK15

Too often, conversations about AI in customer support get stuck on the wrong question: machines or people. In a new Fast Company op-ed, our CEO Ryan Wang argues the real opportunity isn’t in cutting headcount — it’s in fixing broken workflows. The teams seeing meaningful impact with AI aren’t chasing quick automation wins. They’re: → Connecting systems, roles, and feedback loops → Treating internal knowledge as a product → Measuring what matters, then rolling out changes carefully When humans and AI are orchestrated together, companies unlock resilience, efficiency, and real innovation. Read Ryan’s full piece in Fast Company: https://lnkd.in/gFrjw5tE

The best teams aren’t just deploying AI. They’re building workforce strategies that make AI and people work together seamlessly. In this live webinar, we’ll share the blueprint for scaling automation responsibly — without losing sight of the customer experience. Last call for registrations — don’t miss it. https://hubs.ly/Q03Bbv8h0