Case Study: Intercom scales support operations with Assembled Workforce Management

Intercom saves 5 hours per week with Assembled

Intercom, an AI-first customer service platform, faced significant operational challenges due to its globally dispersed support teams. Using a disconnected patchwork of tools like Google Sheets and Tableau led to scheduling errors and inefficiencies in resource allocation, especially as they integrated an AI agent to handle routine inquiries. They partnered with workforce management vendor Assembled to find a solution.

Assembled implemented its Workforce Management platform, building key integrations with tools like Workday to automate time-off workflows and scheduling. This saved Intercom 5 hours per week in scheduling time. Assembled's real-time data and forecasting also enabled Intercom to optimize resource allocation between its AI and human agents, ensuring the support team was equipped to handle complex customer issues efficiently.

Intercom