Case Study: Canva boosts support productivity and scales global operations with Assembled

Canva boosts agent productivity 2x with Assembled

Canva, a design platform with over 260 million monthly active users, faced the challenge of managing a global support team of over 1,000 agents handling more than 100,000 monthly tickets. Their priority was to maintain a best-in-class customer experience while growing capacity without significant additional headcount. They needed to reduce manual operations, increase agent efficiency, and move beyond robotic automated responses. To address this, they partnered with vendor Assembled and implemented its Workforce Management, Vendor Management, and AI Copilot solutions.

Assembled provided a comprehensive solution that automated forecasting and scheduling, saving over 18 hours of manual work weekly. Their AI Copilot, nicknamed Cal, was integrated into agent workflows to provide instant knowledge and draft personalized responses. This implementation resulted in a 2x boost in agent productivity, with agents handling 30% more tickets per day while maintaining or improving customer satisfaction scores. Assembled's platform helped Canva successfully balance AI-powered efficiency with a human touch.

Canva