No Jitter Brief:
Schedule Generation balances demand forecasts, human agent skills and business rules to create schedules that optimize for SLA performance. It also places agent lunches and breaks according to local labor laws. If a supervisor changes a schedule such that it violates compliance, they’ll be alerted. Other features include scheduling across multiple sites and channels and can support different shift patterns (13-week rotations, cross-midnight shifts) and will coordinate across time zones.
Assembled defines AI agents as autonomous agents powered by technical workflows and integrations that can respond to end customers and take action to resolve customer issues. “Many companies run AI agents 24/7 or have set business hours when they’re turned on,” wrote Ryan Wang, CEO and co-founder of Assembled in an emailed statement. “AI agents don’t have ‘schedules’ that would appear in the Assembled schedule alongside human agents.”
No Jitter Insight:
The impact of agentic AI agents on human agents is largely an open question, given how little such solutions are currently deployed in call centers. Assembled’s solution for automating human employee schedules accounts for the effect of AI agent capacity – i.e., digital labor – which “alters how many human agents are required in each queue, based on the AI agents’ skills and resolution rates,” Wang wrote.
A quarter of brands are likely to use generative and agentic to increase automation by 10% in 2026, Max Ball, a principal analyst with Forrester, told No Jitter.
“The next step is automating back-end or transactional [work] or just broadening the scope. If I automate 40% of what I did before with agent – I think we’ll start seeing more of that in 2027 – then the contact center fundamentally changes, because I don’t need as many people to do rote work,” Ball said. “The bad news is, contact centers are such cost centers that a lot of them will just respond by not rehiring people, and we’ll have the same wait times, but there’ll be fewer people behind it.”
Scheduling human agents, then, will remain a central call center requirement – along with all the unpredictability that comes with people’s lives. Schedule Generation allows managers to set auto-approval rules and eligibility rules for the former while also adapting on-the-fly to sick time by allowing managers to re-run the schedules or manually shift schedules around with a drag-and-drop feature. “Managers can also offer voluntary time off and extra work, which agents can see in Assembled and request those extra shifts or time off,” Wang wrote.
“The smart brands will take advantage of [automation] and say, ‘Okay, I’ll still reduce my staff, but I’ll keep a solid, strong core,’ so when somebody does need a [human] agent, they’re waiting two minutes not 20 minutes or longer, and those agents are free to really interact and be more supportive of the customers,” Ball said.
Preply, an Assembled customer, said that it shifted forecasting and scheduling from Google Sheets to Schedule Generation. It subsequently reduced monthly scheduling time from one full week to minutes, and saw a 5.8% improvement in team adherence, 60% improvement in average handle time, and consistent 4.4+ CSAT scores.