# How Retention Express uses Assembled

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

- Company: [Retention Express](https://www.usedby.ai/companies/retention-express.md)
- Tool: [Assembled](https://www.usedby.ai/tools/assembled.md)

## What the story says

Retention Express, a BPO running an inbound contact center across chat, email, text and phone, uses Assembled's AI Voice Agent to handle routine phone calls. Conversation summaries from the AI feed into Zendesk tickets so live agents can pick up transferred calls without restarting the conversation.

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

> Voice AI Agents reduced routine call volume, freeing live agents to focus on complex customer issues

> If I can solve voice, I can solve chat, and I can solve email, I just solve 95% of my problems.
>
> Bobby Thomson, CEO and Founder of Retention Express

## What usedby checked

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

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

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