Assembled has launched an AI-powered schedule generation tool designed to simplify agent scheduling in workforce management.
The new capability, now generally available, applies automation to one of support operations’ most time-consuming tasks: building and maintaining agent schedules.
The tool is said to generate optimised schedules in a single step, using demand forecasts, labour rules, and operational constraints across multi-channel and distributed teams.
According to Assembled, the approach removes up to 95% of manual scheduling effort, allowing teams to focus more on planning and coverage decisions.
“The rise of AI has made scheduling and managing support agents harder than ever. Now teams are responsible for scheduling in-house teams, coordinating BPO partners, and balancing the impact of AI agents,” said Ryan Wang, Co-Founder and CEO of Assembled.
“Most support teams are still trapped in spreadsheets, manually juggling schedules while trying to remember which country requires breaks every 3.5 hours versus 4 hours.
Optimal schedule generation is an age-old problem in operations research, but AI advances allow us to handle more complexity in less time. The result: teams get time back to focus on higher leverage planning and strategic work.”
The scheduling system replaces manual, step-by-step processes with automated schedule creation at scale. Built on Assembled’s AI-driven architecture, it generates and evaluates schedules concurrently, avoiding the system limitations often associated with legacy workforce management platforms.
Key features include automated enforcement of regional labour rules, continuous optimization for service level agreements (SLAs), and support for complex shift patterns such as cross-midnight schedules and long-term rotational planning.
The tool can also generate new schedules while monitoring existing ones for compliance and performance issues.
Several organizations using the platform report significant reductions in scheduling time. Companies including ServiceTitan, Backcountry, and Pair Eyewear have moved from weeks of manual scheduling work to minutes, while reducing reliance on spreadsheet-based workflows.
“Schedule generation turns what used to be an hour-plus task every Friday into just five minutes with only a few clicks. It’s done a fantastic job of streamlining everything and it’s easily my favorite Assembled feature,” said Jeff Rybicki, CX Operations Manager at Pair Eyewear.
“Other tools I’ve used would give you a file that was 30 tabs long. You had to do everything in Excel so they could upload it. And you still had to go back and fix it,” said Karekin Sarajian, Workforce Management Analyst at ServiceTitan.
“If you can’t be as specific as you need to be, then you don’t get the effectiveness of the schedules and there ends up being a lot more manual work required.”
The new schedule generation capability integrates with Assembled’s forecasting tools, using predicted demand to guide schedule placement while adapting to operational complexity.
The release reflects a broader shift toward automation in workforce planning, as support teams look to balance scale, compliance, and service performance.
For more information about Assembled - visit the Assembled Website
About Assembled
Assembled is a Support Operations platform that helps companies maintain exceptional customer experiences, no matter what lies ahead. Leading brands use Assembled's workforce and vendor management capabilities to make optimal staffing decisions, gain visibility into performance and productivity, and unlock new ways to serve evolving customer needs. Find out more about Assembled
Author: Hannah Swankie
Reviewed by: Jo Robinson
Published On: 28th Jan 2026
Read more about - Latest News, Assembled
