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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Stripe's Support Scaling Story
- Ryan Wang shared how Stripe went from founders doing support in an apartment to complex 24/7 support across products.
- This illustrated the scaling challenge that inspired his focus on improving customer support.
Robinhood's Rapid Support Growth
- Robinhood scaled customer support from hundreds to thousands overnight during hyper-growth driven by Bitcoin and meme stocks.
- Assembled helped replace spreadsheets with scheduling software during this rapid expansion.
Complexity of Workforce Management
- Workforce management for support is an operations research problem balancing demand (volume of contacts) and supply (agent scheduling).
- This complexity includes labor laws, global locations, and shift patterns.
