# How Intercom uses Assembled

**5 hours**: “saving 5 hours per week”

As published on [assembled.com](https://www.assembled.com/case-study/intercom). Captured by usedby on 2026-10-08.

- Company: [Intercom](https://www.usedby.ai/companies/intercom.md)
- Tool: [Assembled](https://www.usedby.ai/tools/assembled.md)
- Industry: [Sales Tech & CRM](https://www.usedby.ai/companies/industry/sales-tech-crm.md)
- Teams: Support Operations, Customer Support, Workforce Management

## What the story says

Intercom's support organization uses Assembled for workforce management, including scheduling, forecasting, and adherence tracking, integrated with Workday and Google Calendar. This helps it balance staffing between its Fin AI agent and human agents.

Summary written by usedby from the source page, in English. The figures are those of Assembled and Intercom, not ours.

> Automated weekly optimizations now allow the team to adjust schedules instantly, saving 5 hours per week.

- **90%**: “Today, over 90% of Intercom's workforce management processes are managed within Assembled.”

> Before Assembled, everything was unconnected and ad hoc. Scheduling 80 to 100 individual agents weekly was extremely cumbersome, especially with new product releases. Assembled optimized our weekly trainings with just a button click, significantly reducing the time and effort required.
>
> Brandon Solie, WFM Program Manager

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 5 hours is printed word for word on the page, near the name of Intercom.
- Checked: the passage quoted above is copied word for word from the page, near the name of Intercom.
- Checked: Intercom uses Assembled. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

---
Source: https://www.usedby.ai/case-studies/intercom-assembled · How we check: https://www.usedby.ai/methodology