Case Study: aXcelerate cuts onboarding time in half with Assembled AI Copilot

aXcelerate cuts onboarding time in half with Assembled

aXcelerate, an Australian training management software provider, faced a challenge when its board directed the support team to invest in AI. They needed a solution that aligned with their human-first support ethos and could improve key metrics like case solve time and customer satisfaction, without relying on deflection tools that weren't a good fit.

They implemented Assembled's AI Copilot, which integrated with their existing Zendesk. The solution was quickly adopted by agents and led to increased CSAT and QA scores. Most notably, Assembled's tool cut new agent onboarding time in half, from 8-12 weeks down to 5-6 weeks. This allowed aXcelerate to expand its hiring pool to include candidates with more diverse backgrounds, as Copilot provided a resource that built agent confidence and effectiveness.

aXcelerate