Assembled vs. Duckie Comparison Chart

Customer support leaders and operations teams seeking a unified platform to manage blended human and AI agents with advanced workforce management and automation capabilities

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Assembled's AI agents deliver intelligent automation across chat, email, and voice that listens, reacts, and takes real action to resolve complex issues. AI Chat Agents automate up to 70% of cases with natural conversations, connecting to tools like Shopify for actions beyond answers. AI Voice Agents handle unlimited simultaneous conversations with lifelike interactions, eliminating phone trees and wait times while providing 24/7 support capacity. AI Email Agents resolve cases instantly, clearing backlogs and maintaining fast response times during volume spikes. All agents integrate seamlessly with your knowledge base, CRM, and internal tools, maintain brand consistency with custom style guides, provide smart handoffs with full context, and scale infinitely without headcount.

Assembled's AI assistants transform customer support through AI Copilot, AI Voice Agent, and AI Chat Agent working seamlessly across all channels. AI Copilot gives every agent an AI assistant that surfaces knowledge, drafts empathetic replies, eliminates busywork, and provides instant translation support. AI Voice Agents handle unlimited simultaneous conversations with natural, lifelike interactions, smart handoffs, and enterprise-grade reliability. AI Chat Agents provide 24/7 automated resolution with always-on support that scales infinitely without headcount. All AI assistants integrate directly into your contact platform, maintain brand consistency, connect to knowledge bases and tools like Shopify for complex actions, and deliver unified reporting. Results include 54% productivity increases, 50% faster agent onboarding, 30% resolution rates, and seamless global support without language barriers or new hiring.

Assembled's AI Copilot gives every agent an AI assistant that lives directly in your help desk, surfacing knowledge, drafting empathetic replies, and guiding agents through complex cases that can't be fully automated. It connects agents instantly to company knowledge, case history, templates, and tools, eliminating manual searches. Copilot handles repetitive busywork like typos, cleanup, and wrap-up notes while providing accurate, conversational responses using customer tone, sentiment, and account history in your brand voice. Features include instant translation support, real-time context that moves with customers across teams and channels, live guidance for faster agent onboarding, and continuous learning from agent feedback.

Assembled's AI customer service solutions transform support with AI Agents and Copilot working seamlessly across chat, email, voice, SMS, Slack, and help centers from one unified system. AI Agents provide 24/7 automated resolution with always-on support that scales infinitely without headcount, handling complex workflows and integrating with tools like Shopify for actions beyond answers. AI Copilot gives every agent an AI assistant that surfaces knowledge, drafts empathetic replies, eliminates busywork, and provides instant translation support. All solutions maintain brand consistency, integrate directly into contact platforms, and deliver unified reporting.

Assembled's AI Voice Agent delivers next-generation phone support that customers love, eliminating phone trees and transforming dense decision structures into natural, enjoyable conversations. Features smooth, lifelike interactions with ultra-low latency, advanced noise filtering, and multilingual fluency with real-time translation. Provides 24/7 voice support that scales to infinite capacity, handling unlimited simultaneous conversations without new headcount. Connects directly to knowledge base, CRM, and tools like Shopify to solve complex cases including refunds and record changes—delivering actions, not just answers. Integrates seamlessly within your contact platform with smart handoffs based on customer sentiment and team capacity, maintaining full context transfers. Enterprise-grade reliability with built-in failovers ensures 24/7 operations.

Assembled's employee scheduling delivers smart, automated scheduling that scales with precision and ease. Build SLA-proof schedules in minutes with flexible templates, business rules, and automated optimizations that handle breaks, lunches, and compliance requirements. Features include agent-driven scheduling with shift swaps, time off management, and voluntary overtime claims, all with built-in guardrails to protect coverage. Multi-select shortcuts enable quick intraday adjustments, while scenario testing lets you stress-test staffing changes before going live. Global timezone support, Google Calendar and Slack integrations, keyboard shortcuts, and version history provide seamless workflow management. Schedule generation reduces what used to be hour-plus tasks to just five minutes with a few clicks, delivering 90% less time spent on scheduling while maintaining agent flexibility and team efficiency.

Assembled Vendor Management maximizes BPO efficiency and performance by eliminating manual processes and providing clear visibility into vendor operations. It enables joint headcount planning through a shared interface, replacing endless spreadsheet exchanges with streamlined BPO negotiations and capacity allocation across multiple vendors. The platform offers real-time visibility into BPO schedules, adherence monitoring, and standardized activity mapping across all vendor sites. Key features include invoice validation with productive hours tracking, performance comparison across BPOs, heat maps for hourly reconciliation, and secure permissioned access management. It integrates with major WFM platforms like Genesys, Verint, and NICE, providing a single source of truth for scheduling, billing, and performance across your entire BPO network. The solution ensures you only pay for productive hours while enabling data-driven decisions about vendor performance and volume allocation.

Assembled's Workforce Management prepares you for anything with precise forecasting, automated scheduling, and robust real-time insights. Whether managing in-house, AI, or BPO agents, coverage adapts to your needs. Advanced models understand your unique patterns and account for both human and AI capacity. Staff live and async channels precisely with granular forecasting for all work types. Automated scheduling orchestrates human and AI agents seamlessly with flexible templates, built-in compliance, and agent flexibility through pre-approved guardrails. Actionable real-time insights monitor performance with customizable alerts, dashboards to slice and dice data, and drag-and-drop fixes for instant staffing adjustments. Maximize BPO outcomes with shared headcount planning, real-time syncing, and automated invoice validation. Delivers 90% less time scheduling, 50% less time forecasting, and seamless integration with your full tech stack.

Assembled's workforce optimization delivers comprehensive performance enhancement through precise forecasting, automated scheduling, and real-time insights. Advanced models understand unique patterns and account for both human and AI coverage across all channels. Granular forecasting staffs precisely for transfers, escalations, specialized queues, and omnichannel cases with out-of-the-box models or custom imports. Automated scheduling orchestrates human and AI agents seamlessly with flexible templates, built-in compliance, and agent flexibility through pre-approved guardrails. Real-time optimization includes SLA monitoring, demand spike tracking, drag-and-drop fixes, and proactive schedule adjustments. Smart adherence alerts, occupancy tracking, and productivity metrics provide assurance without micromanagement.

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