Eye On A.I. #276 Ryan Wang: How Assembled is Building the Future of AI-Powered Customer Support
Aug 3, 2025
Ryan Wang, co-founder and CEO of Assembled, shares his journey from a machine learning engineer at Stripe to revolutionizing customer support with AI. The discussion dives into how Assembled evolved from a scheduling tool into a full-stack AI platform used by major companies. Ryan highlights the effectiveness of AI agents in handling up to 75% of inquiries and predicts voice as the next big frontier. He also addresses the balancing act between AI and human agents, emphasizing that humans will not be replaced but will rather work alongside technology for enhanced productivity.
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Workforce Management is a Niche Market
- Workforce management software is a niche but crucial sector with passionate specialists and large players like Nice.
- Assembled competes in this niche providing optimization beyond just scheduling tools.
Swappable AI Models Architecture
- It's challenging to architect AI support systems that let you swap between LLMs like OpenAI or Claude seamlessly.
- Each model has different prompting needs and stylistic traits requiring careful evaluation and tuning.
AI Evaluation Balances Data and Vibes
- Evaluation relies on golden datasets created with clients defining "what good means" for their support cases.
- Subjective "vibe checks" complement quantitative metrics to validate AI response quality.
