Assembled, the workforce management (WFM) platform, today launched the Assembled MCP, a Model Context Protocol server that connects Claude, ChatGPT, and other AI tools to live customer support operations data. It is the first WFM platform in the contact center category to ship an MCP server, making real-time workforce data queryable and actionable directly from any conversational AI assistant.
Despite predictions that AI would gut the industry, contact centers are not shrinking. a16z notes that the Philippines, the call center capital of the world, grew its industry from 1.15 million workers in 2016 to 1.9 million in 2025 (with another 70,000 jobs projected for 2026), and U.S. customer service job postings have been outpacing the broader labor market since August 2025.
At the same time, AI use continues to grow among U.S. workers, and enterprise software is reorganizing around AI assistants. Increasingly, AI assistants are becoming the primary interface for enterprise software, a shift even Microsoft is leaning into by replacing some Power BI features with their AI Copilot. Gartner estimates that by 2028, a third of user experiences will shift from native applications to agentic front ends. For contact centers, those two trends collide: the work isn't going away, but how leaders manage it is changing.
"The future of WFM is agentic,” said Ryan Wang, co-founder and CEO of Assembled. "Instead of waiting hours for an analyst to pull a report from one tool and stitch in data from three others, leaders will just ask their AI assistant to pull the answer from all of their data connections in one conversation. Instead of scenario planning taking a week, leaders will run any 'what if' in a single conversation. The Assembled MCP is the first step toward that future.”
With the Assembled MCP, support leaders can ask questions and take action in plain language. Customers are using it for queries such as:
- Where did we miss SLA last week? Break it down by channel.
- Compare forecasted vs. actual contact volume for chat last week by hour.
- Pull MRR by customer segment from our BI tool. Which segments are driving the most contact volume, and are we staffed for them?
- Publish 2 hours of phone overtime tonight from 6–8 p.m. ET.
Unlike many WFM tools, Assembled has always been an open platform, with a developer-friendly API that customers use to shape the product to their operation. Power users build sophisticated custom agents, integrations and automated workflows on Assembled’s foundation. That flexibility matters because no two support operations look alike, and most run on a complex stack of tools (CRMs, contact platforms, telephony systems, HRIS, BI) that have to work together. The Assembled MCP unlocks that same extensibility to non-technical users, who can now build similar cross-tool systems without code, custom integrations, or API keys.
For support operations teams that currently block off hours each week to manually stitch together tools, manage their team, identify trends, and create custom reports, the time savings are significant. WFM teams have historically been stuck as a backward-looking function, explaining what happened last week or last month, long after the moment to act has passed. With routine reporting and real-time management handled by AI, support teams can finally do the strategic work: catching trends as they emerge, executing on the data, and acting as a forward-looking thought partner to the business instead of a backward-looking reporting function.
“What excites me about the Assembled MCP isn't just that I can move faster on analyses that used to take days — it's that it democratizes WFM data across the business. Leaders no longer need to wait for a dashboard or an analyst; they can ask the questions where they're already working, in a Claude window, and get an answer grounded in real operational context. That's what moves WFM from reactive to proactive at scale — and gives leaders the kind of real-time operational fluency that used to require a standing meeting,” said Christian Shrader, Senior Manager, Operations Tools and Systems at Checkr Inc.
Metrics are pre-aggregated by Assembled and incorporate your business logic to ensure accuracy. At launch, the Assembled MCP gives users read and write access across forecasting, scheduling, intraday operations, workforce composition, compliance, and performance analytics. All queries and actions are authenticated via OAuth and scoped strictly to individual accounts, with no cross-customer data access.
The Assembled MCP is available now. Visit the Assembled blog to learn more.
About Assembled
Assembled is the modern, unified platform for managing in-house support teams, BPOs, and AI agents. The company's comprehensive solution includes workforce management tools to forecast, schedule, and monitor blended workforces; an AI copilot to assist human agents, and AI agents for chat, voice, email, and SMS. Founded in 2018 by machine learning engineers from Stripe, Assembled serves hundreds of leading companies, including Stripe, Robinhood, Canva, and Intercom. The company has raised $71 million from NEA, Emergence Capital, and top angels, with employees across San Francisco, New York, London, and remote locations. Learn more at www.assembled.com.
Media Contact
Whitney Rose
whitney@assembledhq.com
