Mastering Workforce Management in the age of AI


Tuesday, September 19, 2023, 4:00 – 5:00 PM UTC

Virtual event

Webinar Overview

Generative AI bots like Fin, along with drastically improved automation capabilities, are making support teams more efficient and providing faster, more consistent answers to customers. It's also refocusing how support reps spend their time, and is completely reshaping how support teams are structured. Have you thought about how that will impact your workforce management?

Join support leaders from Intercom and Assembled on September 19 as we discuss how the art of workforce management is evolving in an AI-first world, including how Intercom is using Assembled to navigate those changes. In this webinar we'll cover:

  • The key challenges and best practices surrounding workforce management
  • How workforce management is changing with our increased reliance on AI, and what lies ahead
  • How Intercom is evolving our support team forecasting and scheduling to align with our AI+Human approach. 

There will be time for a Q&A session at the end, so make sure to bring all of your burning questions!

Can't attend live? Register anyway and we'll send you a link to the recording! 


  • Anthony Lopez


    Director, Customer Support Operations

  • Brandon Solie


    Workforce Manager, Customer Support

  • Bhargavi Bhatt


    Customer Success Manager

  • Kaytlin Louton


    AI GTM Lead


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