Call center ai · Production

Assembled partners with Level AI to deliver modern workforce engagement management

The problem

Contact centers operate with disconnected systems where QA insights about declining sentiment reach WFM teams too late to adjust staffing or trigger coaching; legacy WEM platforms deliver slow multi-month deployments and manual workflows that cannot scale.

First attempt

Legacy WEM vendors like Verint and Calabrio failed to deliver on their consolidation promise; contact centers were left either accepting their limitations or piecing together point solutions that created data silos and manual handoffs.

Workflow diagram · grounded in source
1
AI interaction analysis
ai_action
“Level AI's AI-powered platform analyzes every customer interaction using intent-based AI to surface coaching opportunities, track sentiment and CSAT drivers, and identify performance trends — without manual sampling or keyword-matching l…”
2
Personalized coaching plan generation
ai_action
“Level AI analyzes every interaction and identifies coaching opportunities, then automatically generates personalized coaching plans based on each agent's performance gaps”
3
Schedule and roster coaching session
integration
“The integration queries Assembled's scheduling system in real-time to find available time slots — accounting for productive time, breaks, and conflicts — then writes the coaching session directly to the roster”
4
Quality data to forecasting engine
integration
“Quality data from Level AI flows directly into Assembled's Agent Scorecard and forecasting engine. Instead of scheduling agents based on skills they're supposed to have, operations teams can now use real performance data — including CSAT…”
5
Unified performance view
output
“Managers see adherence, occupancy, and quality metrics in one view instead of toggling between systems”
Reported outcome

The Assembled + Level AI partnership is described as live, promising coaching plans scheduled in minutes instead of days and a unified performance view across adherence, occupancy, and quality metrics.

Reported metrics
legacy WEM deployment time6–12 months
Coaching session scheduling timeminutes instead of days
Reported stack
Level AIAssembledFive9SalesforceTalkdeskServiceNow
Source
https://www.assembled.com/blog/assembled-partners-with-level-ai-to-deliver-modern-workforce-engagement-management
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

The Assembled + Level AI partnership is described as live, promising coaching plans scheduled in minutes instead of days and a unified performance view across adherence, occupancy, and quality metrics.

What tools did this team use?

Level AI, Assembled, Five9, Salesforce, Talkdesk, ServiceNow.

What results were reported?

legacy WEM deployment time: 6–12 months; Coaching session scheduling time: minutes instead of days (source-reported, not independently verified).

What failed first in this deployment?

Legacy WEM vendors like Verint and Calabrio failed to deliver on their consolidation promise; contact centers were left either accepting their limitations or piecing together point solutions that created data silos an…

How is this call center ai AI workflow structured?

AI interaction analysis → Personalized coaching plan generation → Schedule and roster coaching session → Quality data to forecasting engine → Unified performance view.

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