Case Study: Thrasio automates 53% of support and saves $1.8M with Assembled AI

Thrasio goes from great to excellent, saving $1.8 million along the way

Thrasio, a large e-commerce operator managing about 190 brands and 70,000 support interactions per month, needed a way to improve customer experience while scaling efficiently. To do that, the team partnered with **Assembled** and adopted its AI Copilot, AI Email Agent, AI Chat Agent, and WFM platform to handle support complexity across Zendesk and multiple brand-specific knowledge bases.

With **Assembled**, Thrasio automated 53% of customer interactions, cut cost by $1.8 million, and raised CSAT from 87% to 97%. The platform also reduced first response times from 1 hour to under 20 minutes and full resolution times to around 30 minutes, while improving support efficiency and enabling more accurate, brand-specific automated replies.

Thrasio

Gershwin Exeter

Vice President of Global Services