Case Study: Thrasio automates over half of customer support with Assembled AI

Thrasio automates 53% of support interactions with Assembled

Thrasio, an e-commerce company managing approximately 190 brands, faced the challenge of scaling its high-quality customer support to handle 70,000 monthly interactions without incurring massive costs. To achieve top-tier performance and reduce expenses, they sought a partner with a sophisticated AI platform that could integrate seamlessly with their existing Zendesk operations. They selected Assembled and its AI Copilot, Email Agent, and Chat Agent products to meet this need.

Assembled implemented its AI solution, which integrated directly with Zendesk and was trained on over 420,000 historical tickets to develop unique brand voices for all 190 brands. The solution automated 53% of all customer interactions, slashing first response times from an hour to under a minute and increasing customer satisfaction (CSAT) from 87% to 97%. Assembled's platform also provided strategic workforce management tools that enabled Thrasio to avoid hiring temporary staff during peak periods, resulting in total cost savings of $1.8 million.

Thrasio