Assembled Announces AI Schedule Generator

Assembled, the AI customer support orchestration platform, announced the general availability of its AI-powered Schedule Generation tool on January 28, 2026. The Schedule Generation tool automates and optimizes agent schedules for both in-house teams and BPO partners in a unified system.

In a statement to the CX Foundation on the human impact of the Schedule Generation tool, Assembled CEO Ryan Wang said:

When we think about AI in support, we spend a lot of time focused on how it changes the day-to-day experience for the people actually doing the work.

Our AI-powered scheduling tool gives agents more visibility and control over their time, from requesting PTO with automated approvals to swapping or bidding on shifts and picking up extra hours when they want them.

At the same time, AI agents absorb a meaningful share of customer volume, which allows schedules to be more predictable. The goal is to deliver schedules that work better for humans, in addition to the business.

 

Customer Results 

Results from early adopters of Assembled's AI Generator appear promising: Typeform reduced time spent on manual scheduling tasks by 90% and spent 50% less time on forecasting alone.  Stripe achieved a 20% savings in team hiring, and Service Titan set up over 80 scheduling rules. 

According to a LinkedIn post by CEO Ryan Wang, early adoptors of Assembled's AI Schedule Generator also saw a 5.8% improvement in team adherence, a 60% improvement in average handle time, and consistent 4.4+ CSAT scores despite rapid scaling.

Jeff Rybicki of Pair Eyewear said Assembled Schedule Generator "turns what used to be an hour-plus task every Friday into just five minutes with only a few clicks." 

The Best Assembled Scheduling Features

Before my interview with Ryan, I took Assembled’s scheduling product tour to see for myself how it worked. I also did some deep diving into the features themselves. Here’s what stood out to me, and everything you need to know about how to use Assembling Schedule Generation features to improve the customer–and employee-experience.

Scheduling Rules

Assembled's AI scheduling tool lets users pre-define business rules that AI agents must follow - so businesses can set guardrails and ensure they meet compliance requirements. Users can set break/lunch rules, shift duration rules, event rules, and working/productive hours. Rules can be applied to specific agents, departments, channels, queues, etc. Additional features include custom/pre-made schedule templates and the ability to set recurring events.

Assembled scheduling rules are designed to prevent understaffing across all channels, ensure that enough agents with the right skill sets are working each shift, and keep breaks appropriately spaced out.

Assembled’s only mandatory rule is the working hours rule, which ensures agents can’t be scheduled to work hours when they’re not available. Users set when agents can and can’t work, and how much time agents can or must take off between shifts. This way, agents won’t be accidentally assigned a 12 hour shift on their birthday, and businesses won’t face the consequences of accidentally overlooking break and PTO requirements.

Assembled’s scheduling tool also issues automatic alerts if any agent schedules currently violate pre-set rules, so correction is easy and instantaneous.

Automatic Schedule Creation 

Once scheduling rules are set, Assembled creates a suggested schedule that follows them while taking business SLAs, the selected scheduling scenario, and compliance regulations into account.

In addition to the suggested schedule, Assembled also includes a color-coded Staffing Timeline that shows coverage across all channels and teams.

Real-Time Schedule Changes

While Assembled does allow managers to adjust schedules in real time, it does not automatically adjust agent schedules based on real-time contact center conditions (yet.)

Assembled does provide real-time staffing analytics, plus keyboard shortcuts to make adjusting schedules fast and easy. Managers can also manually adjust multiple agents schedules simultaneously.

That said, Assembled does provide live SLA alerts and real-time notifications for agent schedule changes/requests.

Schedule Testing

Before going live, users can adjust a variety of metrics and conduct  scenario testing to see well their scheduling strategy holds up. Schedule version history and drafts are included, as are projected results of staffing and scheduling adjustments.

Assembled’s scheduling tool also integrates with Assembled’s multi-channel forecasting tools for AI-powered demand predictions and the ability to see accuracy reporting for different forecast models simultaneously.

Note that advanced forecasting features are included only in Assembled’s Pro and Enterprise plans, not the most basic Core plan.

Analytics

Once schedules go live, Assembled users can track key workforce management metrics like schedule adherence rate, time spent on non-productive events, and agent states.

The Assembled Staffing Timeline compares the actual contact volume vs the predicted contact volume. It also shows how many agents are needed to manage the contact volume and SLAs, including channel-specific staffing requirements.

Assembled’s Schedule Analytics Report and Staffing Heatmap help users visualize the number of agents scheduled, the number of agents needed, the difference between required and schedule staffing, and agent adherence.

Analyst Perspective: The Benefits of AI Scheduling Tools

Analyst Perspective: Personally, I think using AI to get scheduling right is one of the best ways to prove to employees that AI can make their work lives easier, not harder. Automating agent scheduling is an “easy win” that benefits everybody:

• CX leaders will love proving the value of AI and the visible employee+customer satisfaction rate improvements. They’ll also love the resulting increased AI adoption rates in the workforce boardroom - because once CX leaders prove AI works, executives are more likely to continue investing in it.
• Agents will love the freedom of automated PTO approvals and the flexibility of shift bidding/swapping. Agents no longer have to handle constant back-to-back customer calls because their manager didn’t schedule enough agents to work their shift – talk about stress relief.
• Managers will love time savings from automated scheduling, an end to resource allocation guesswork, and the ease of real-time schedule adjustments.
• Executives will love the immediate cost savings, workforce consistency, and visible operational impact.

The Takeaway

Assembled's AI-powered Schedule Generation represents a significant leap forward in workforce management technology, particularly for contact centers juggling the complexity of multi-channel support, distributed teams, and the emerging challenge of coordinating human agents alongside AI agents and BPO partners.