Workforce Management built for the AI era I Enginears Podcast

The workforce management and customer support world has been widely spoken about as one of the areas to change in the age of AI. This week we are welcoming John Wang from Assembled to talk to us about the journey of building Assembled (workforce management platform), key engineering/design choices to reducing AI spend.

We’ve got a great breakdown in the show of what it’s like to go from processing tens of billions of tokens daily to achieving "LLM frugality," the key engineering challenges faced, and the future of using AI to improve infrastructure.

• Intro into John's background and Assembled's mission

• Customer Operations has been widely reported as an area to change in the AI; what's his frontline view of this and what is actually happening?

• How they built the Assembled platform?

• Spotting an opportunity to keep performance high but reduce AI spend without impacting customer experience and why these decisions were made

• We broke down the engineering challenges of replacing models

• Future bets on agents, infrastructure in AI and where Assembled are heading.

If you're keen to share your story, please reach out to us!

Guest: https://www.linkedin.com/in/johnjianwang/

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