Ryan Wang

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Activity overview

Latest activity by Ryan Wang
  • Ryan Wang created an article,

    How does Assembled Assist handle PII?

    Assembled Assist uses Redaction via Amazon Comprehend to redact PII. Below are specifics on what Amazon Comprehend is and how it works with Assembled Assist. What is Amazon Comprehend? Amazon Compr...

  • Ryan Wang created an article,

    Frequently Asked Questions (FAQs)

    How do you handle Personally Identifiable Information (PII)? We take the privacy and security of your data very seriously. When it comes to PII, we have a multi-layered approach to protect it: We ...

  • Ryan Wang created an article,

    Resolution paths

    What are Resolution paths? Resolution paths are pre-defined workflows (think decision tree, but enhanced with generative AI) that takes specific action based on specified parameters. Resolution pat...

  • Ryan Wang created an article,

    Integrating Assist with Zendesk

    Assembled integrates with the Zendesk support contact platform allowing your ticket data to be forecasted and tracked in our system. The most unique thing about the Zendesk integration is that is i...

  • Ryan Wang created an article,

    Backlog management

    What is email backlog? Emails generally have a longer SLA for first responses compared to live customer communication, allowing more flexibility in agent scheduling. The response time SLA is valid ...

  • Ryan Wang created an article,

    Integrating with Guru

    We support two types of integrations with Guru: Guru API integration (recommended): A realtime integration with Guru which will continuously pull content out of Guru and upload to Cal. You must b...

  • Ryan Wang created an article,

    Integrating with Google Drive

    We have integrated Cal with Google Drive. This allows users to upload various types of documents that Cal can then read and utilize. The supported document types currently include: PDF Google Shee...

  • Ryan Wang created an article,

    Integrating with Notion

    We don’t have a native integration with Notion (yet!). We do have a way to ingest Notion content on a one-off or consistent basis. Below is a walkthrough of downloading your content and sending it ...

  • Ryan Wang created an article,

    What is Assembled Assist?

    Assist is an agent copilot and issue resolution engine. As soon as an agent pulls up a ticket on Zendesk, they’ll have an automatically generated reply waiting for them. An agent can refine the rep...

  • Ryan Wang created an article,

    Agent average handle time

    We’ve added 3 new metrics to Assembled to help you measure the time agents spend on Zendesk tickets. Agent average handle time (solved) → The average time an agent spent on solved tickets. This is...