Customer support · Production
Thrasio cuts first reply time from 69 minutes to one minute with Assembled Assist AI automations
The problem
Thrasio's customer support operations lacked clear measurement across key metrics, and response times were slow, with first reply time at 69 minutes and full resolution taking hours.
Workflow diagram · grounded in source
1
Customer communication received
trigger
“Automated responses can handle tricky situations like returns and warranties by responding to the tone and content of customer communications”
2
Generative AI drafts response
ai_action
“Thanks to the power of generative AI, automated responses by Assist achieved a quality so high that they're indistinguishable from human responses. Automated responses can handle tricky situations like returns and warranties by respondin…”
3
Resolution delivered
output
“Instead of preventing customers from reaching a person who can solve their problem, Assist provides customers with resolutions”
Reported outcome
After integrating Assist automations, Thrasio reduced first reply time from 69 minutes to one minute, sped full resolution time from hours to minutes, and increased employee satisfaction from 71% to 79%.
Reported metrics
First reply timefrom 69 minutes to one minute
Full resolution timefrom hours to minutes
Employee satisfaction71% to 79%
Onboarding time to full automation45 days
Show all 6 reported metrics
first reply timefrom 69 minutes to one minute
full resolution timefrom hours to minutes
employee satisfaction71% to 79%
onboarding time to full automation45 days
team training hours26 hours
processes rewritten337
Reported stack
Assembled Assist
Frequently asked questions
What did this team achieve with this AI workflow?
After integrating Assist automations, Thrasio reduced first reply time from 69 minutes to one minute, sped full resolution time from hours to minutes, and increased employee satisfaction from 71% to 79%.
What tools did this team use?
Assembled Assist.
What results were reported?
First reply time: from 69 minutes to one minute; Full resolution time: from hours to minutes; Employee satisfaction: 71% to 79%; Onboarding time to full automation: 45 days (source-reported, not independently verified).
How is this customer support AI workflow structured?
Customer communication received → Generative AI drafts response → Resolution delivered.