New intelligent scheduling engine eliminates complexity of manually managing human and AI workforces, global schedules, and regional labor rules at scale
SAN FRANCISCO, CA, January 28, 2026 (EZ Newswire) -- Assembled, the AI customer support orchestration platform, today announced the general availability of AI-powered Schedule Generation, tackling one of support operations’ most manual and error-prone challenges in workforce management: agent scheduling. Assembled’s new Schedule Generation tool creates optimized support schedules from scratch with just one click, balancing demand forecasts, labor rules, and the realities of running multi-channel, distributed teams. By applying intelligent automation to weekly agent scheduling, Schedule Generation removes 95% of manual effort, freeing teams to focus on more strategic scenario 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.”
Schedule Generation fundamentally changes how workforce schedules are created, replacing manual, step-by-step assembly with a system that automatically produces schedules at scale. Leveraging advanced algorithms developed by Assembled’s team of dedicated AI researchers, Assembled's modern architecture processes schedules concurrently without the system lockouts that plague legacy platforms.
Key product capabilities include:
- SLA optimization: Continuously balances demand forecasts, agent skills, and business rules to create schedules that optimize for Service Level Agreement (SLA) performance.
- Automated compliance: Enforces location-specific labor rules by automatically placing breaks and shifts, with built-in detection of compliance violations.
- Infinite-scale architecture: Handles large, multi-site teams across channels and shift patterns while maintaining optimization quality.
- Dual-purpose scheduling: Generates both net-new schedules and actively monitors existing ones for compliance and SLA violations.
- Advanced working hours: Supports rotational patterns up to 13 weeks, cross-midnight shifts, and smart attribute-based agent assignment.
Companies like ServiceTitan, Backcountry, and Pair Eyewear have reduced time spent scheduling hundreds of global agents from weeks to minutes, while eliminating extensive Google Sheets workflows for compliance checks and staffing management.
"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.”
Schedule Generation integrates seamlessly with Assembled's existing forecasting capabilities, using demand predictions as inputs while automatically optimizing schedule placement based on predicted patterns. The solution provides workforce managers with the flexibility to handle complexity while delivering the reliability required for operational excellence, avoiding both the rigid templates of legacy tools and the chaos of manual spreadsheet management.
For more information about the general availability of Schedule Generation, visit www.assembled.com/features/scheduling.
About Assembled
Assembled is the modern, unified platform for managing in-house teams, BPOs, and AI agents. The company's comprehensive solution includes AI agents for chat, voice, email, and SMS; an AI copilot to assist human agents; and advanced workforce management tools to forecast, schedule, and monitor blended workforces. Founded in 2018 by machine learning engineers from Stripe, Assembled serves hundreds of leading companies, including Stripe, Robinhood, Canva, and Intercom. The company has raised $71 million from NEA, Emergence Capital, and top angels, with more than 130 employees across San Francisco, New York, London, and remote locations. Learn more at www.assembled.com.
Media Contact
Katy Goldstein
katy@katygoldsteincomms.com
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