Name: Product deep dive: the modern requirements for BPO excellence
Uploaded: 2025-10-15T18:01:21.194Z
Duration: 44 min 28 s
Description: Product deep dive: the modern requirements for BPO excellence

Transcript for "Product deep dive: the modern requirements for BPO excellence": Hi, everyone. We're gonna get started in just a minute here, with our webinar. But in the meantime, we've got a poll for you, in the right hand console. So if you click over to the right side, you'll see poll lit up. We've got a little question for you guys in there. But, otherwise, feel free to pop in the chat where you're dialing in from today. We'll give it just a few minutes after the hour, and then we'll get started. Alright. We got a lot of people outsourcing some of their support. A couple that aren't outsourcing yet, don't quite have a plan to. East Denver, Colorado. Nice. I'm dialing in from San Francisco in the Assembled headquarters. Phoenix. Another SF. Chicago. Nice. We got people from every time zone here. Minneapolis, Salt Lake City, oh, Dominican Republic. Nice. I'm a couple from Dominican Republic here. Alright. Okay. Looking like nobody is 100% outsourcing just yet. Looks like a lot of partial outsourcing here. Cool. Alright. Well, we are a couple minutes after the hour here, so I think we can just kick things off. I'll leave that poll open if anyone trickling in wants to share their thoughts, but, it won't show it on the screen anymore. So let's jump in. So, I wanna make sure you can all see my screen. Great. So, thanks for joining us today for our webinar product deep dive, the modern requirements for BPO excellence. I'm Brianna. I'm here from the Assembled marketing team, and I'm joined today by Ryan, who is, one of our product experts and pro demoers. So thanks for being here today. Before we get started, just a few housekeeping items. So please make free use of the chat boxes and the QA boxes on your screen. So the right hand console will be your go to for all of that. We love engagement. We love you asking questions, along the way, and then we'll do q and a at the end. You can check out the documents tab for some recommended content. So we've got a lot of, great free tools and great content really related to this webinar. So please check out that list there. And then finally, we're gonna be recording the session, and we're gonna send it out after the event. So, if you have a teammate that couldn't make it or if you have to drop off early, you're gonna get a copy of this in your inbox. So quick look at our agenda here. We're gonna touch on, some industry insights, little bit of what's going on in the landscape, and then a little product overview. And then I'll kick it over to Ryan for a live demo, then we'll end with some customer stories. And then we'll hand it over to you guys for some live q and a where we'll take some of your questions live. So I know we're all here today to talk about vendor management, but I think it's important to set a little bit of context, as well. So I think we all know that we are living in this time of unprecedented complexity and support operations. So you're probably managing, in house agents, a BPO, or multiple BPOs, and then probably experimenting with AI, whether you're completely automating some cases or just, augmenting your agents with a Copilot or maybe just automating some of the back end workflows. There there's just a lot to balance right now. But the end goal really haven't changed. Like, you still want to deliver those great customer experiences to your end users, but then you also have your own cost efficiency and time efficiency goals. And you wanna make all of those things happen. So let's look at what some of the data says here. So 61% of consumers still prefer to speak to live agents. So whether that means they don't quite trust the AI replies or they're just craving that human touch, humans just aren't going away. We all know that, and especially BPOs are not going away. And in fact, like, humans and, and BPO agents may be may become even more important, as time goes on. Second, 92% of agents say an AI Copilot is getting them to a faster resolution. So while you're still relying on human support, there are things you can do to help those agents get to faster and more efficient resolutions. And then finally, CX leaders are reporting up to 60% in inflated costs due to lack of visibility into outsourced operations. So what story are all of these data points telling us here? Means, people are still gonna be craving the human touch and support. It's not going away. But there are things you can do to help your agents speed up replies utilizing AI. But you still need that visibility. Otherwise, you're not gonna be able to monitor what's going on, and you won't have that fuel for improvement if you don't have that visibility into what's going on across your BPO organization. And so that brings us to Assembled. So Assembled operates as this unified orchestration layer across in house agents, BPO agents, even AI. And so you can do all of your planning in this tool, all of your staffing, all of your scheduling, real time management. You can deploy AI all within this one interface so you don't have to toggle between different tools. All of your data is connected. We integrate with your contact platforms, your help desks, your knowledge base, your QA platforms, your HR platforms. All of that data lives in here, so you have kind of ultimate, command center for all of your support operations. And so we're calling, the set of features the new toolkit for BPO Excellence. It's important to have a vendor management tool where you and your vendor can both log in to the same experience and do that joint planning. Having an AI Copilot is gonna help ensure that you have those consistent brand experiences whether, you're relying on in house or BPO agents. And then workforce management is gonna be that underlying layer to ensure that you've got the right people and the right places at the right time, so that your your team that's staffed is there to meet all of the demand coming in from your customers at the right time. So we launched our vendor man vendor management, product a few years ago due to feedback from teams like yours where they said they were living in this sort of black box world where, they would choose a BPO, they would onboard them, they would give them their monthly requirements, and then they would just get, a bill at the end of every month. And then there's inevitably a lot of back and forth around did the BPOs actually deliver what they said they would? Can we trust that what our BPO committed to is what we actually got out of them? And it just ends up, like, putting people in this place of mistrust, and just it's just not the partnership you want with your BPOs. And so by leveraging this kind of new tool kit here, we can help teams get from that place to a place of actual strategic partnership with their BPOs rather than just, a vendor relationship. And it just, I think, leads to overall better outcomes when you and your BPO are kind of cocreating your future, rather than you just kind of crossing your fingers and hoping for the best, and sort of being on this honor system. So we're gonna touch on each of these products in a little bit here. But first, I just wanna cover, what we're seeing the highest performing teams are doing right with their BPO strategy. So first, these teams are integrating directly with their BPO. So, having a place where you can plan together, operate from one shared source of truth where you and your BPO both looking at the same exact data, no room for debate, no confusion, just makes things a lot easier. Second, supercharging agents. So giving BPO agents a copilot that's gonna keep them on brand, Replies are always gonna be in policy. Everything's gonna be more fast and accurate. And so you can just deliver those great consistent customer experiences across your entire brand. And then finally, measuring impact. So you're performance, historical reporting, billing, all in one place so you can continue to improve without any of those blind spots. So jumping back into our products here, and then then I'll hand it over to Ryan to, actually show you some of this stuff live. So first, our vendor management tool. This is where you'll be able to do your joint planning, your reporting, and all of your billing with your BPOs. So our BPO planner, is gonna allow you to align on your headcount requirements with each of your vendors. No matter how many vendors you've got, you can do your planning for all of them in the same tool. So you'll be able to upload your requirements. Your BPO will then upload what they can commit to. You'll also be able to see what was actually scheduled and then what was actually delivered all in one in interface. So you can kinda see from start to end, like, what you required to what was actually delivered. Second, you'll be able to integrate directly with your BPO. So no matter where they're doing their own scheduling, you'll be able to pull their schedules into Assembled. So you'll be able to see who is actually staffed and when, along with their real time agent states. So you'll be able to see, by team, by queue, even by individual agent, what's going on in real time so you just always have that oversight. And then finally, our billing report is gonna allow you to manage all of your invoicing. So you can track, productive and nonproductive billable events. So that means that for every BPO, you might have a slightly different contract on what, you'll they'll actually bill you for. And so you can set up all of those rules within Assembled. So you'll be able to to tailor all of your reporting to match exactly what your contracts look like. The second, our AI Copilot. So, through auto drafts, through automated greetings, summaries, wrap up templates. You can really speed your agents up, to deliver faster replies that are gonna inevitably lead to higher customer satisfaction. You'll be able to define a custom style guide. So you might have, specific phrases you like to use. You can tailor it to having a sense of humor or being more serious or even, we've seen teams that wanna use a specific emoji. So there are are a lot of things you can do to continue to deliver, like, great on brand experiences. You don't have to sacrifice quality and brand, just because you're outsourcing. And then finally, instantly translating conversations. So Assembled can, automatically detect a language that a customer is speaking, translate that for the agent, and then translate their reply back to the customer. So this is really great for teams that want to expand their global footprint but don't want to hire, different regional teams. It just really helps reducing any sort of language barriers, so everyone can talk to everybody. And then finally, workforce management. So you'll be able to do all of your forecasting, your scheduling, real time insights, all of your historical reporting across all of your channels in one interface. You'll have actionable insights, so you can actually stay on top of everything that's happening and take action immediately before it becomes a problem. And then, again, it's connected to all of your integrations, so you can pull everything and see everything in one source of truth. We also have API endpoints across the entire platform, for easy data extraction, easy data analysis, and along with native validation so you can always ensure that, your data is accurate. So that's a quick, overview for you all here. I think while while Ryan gets, set up with his demo, I'll toss-up another poll on the screen for everybody. A question for everyone here. How confident are you that you have full visibility into BPO operations? So for those of you managing BPOs, do you actually see everything that's going on in real time? It looks like we're seeing, somewhat confident partial data, still rely on external reporting. Great. Okay. Well, I will leave that poll up there, and hand it over to you, Ryan. Thanks, Bree. That was awesome, by the way. Thanks for the tee up. And I think the I've been at Assembled for two years. So I'm Ryan Fogarty. I'm a strategic account executive. I work with a lot of our global brands, from DoorDash to Salesforce to Robinhood, Stripe, and a lot of brands in between. And I I think the one thing we've figured out with managing BPOs and working with BPOs is it it's really hard, and there's not a set and set playbook for how to do it super well. I'm not gonna sit here and tell everybody on this call that we have it nailed, but I think we have some really, really, amazing tools to to help unlock insights at least at the at the at the very forefront for how you can manage these relationships better. So excited to show you how, how we do that. What we're looking at now, I'm just gonna start with an overview of the the platform as a whole just to get your footing. This is our staffing timeline. So I'm sure everyone has seen some concept of this in other platforms as well, classic over unders chart of how we're staffed for the upcoming time period. We're looking at forecasts by interval, thirty, sixty, fifteen minute intervals. We're looking at our staffing configurations of what our SLAs that gives us our required staffing, and then we're overlaying schedules onto the required staffing to give us our net staffing. In this case, we're obviously overstaffed and set up to hit SLA, but you'll see a ton of data, here that you can actually configure for how you wanna go about planning. Now the key here when we're working with BPOs is, you know, we're overlaying these schedules. The question is where do these schedules come from? And this is probably the start of where friction happens because, when working with BPOs because we know that a lot of BPOs are working with their own WFM tools. Maybe you're on a Calabrio, they're on a NICE, or vice versa or Verint or Assembled. And, you know, BPOs, they they step up and they wanna meet the need. And so if you ask them to schedule on your tool, they might say yes because they want the business and they wanna be a good partner. But inevitably, you know, then we have a double data entry, a a data entry problem. They're having to enter schedules in their homegrown or their their native tool. And then also in your tool, inevitably, some data will not make it over. So the way we on start to unlock insights and and kind of transparency and reporting and data is we actually have scheduled integrations with other WFM providers. So if you're working with BPOs, whether it's one or many, we can actually go and integrate with their WFM solutions. So we can pull in schedules natively and then have the schedule serve as the baseline for all reporting, productivity, adherence, hours delivered, so on and so on. In Assembled, we're gonna set up event types for ourselves. Right? So we as a business have different we have schedules that we know how to read. We have scheduled events that we wanna schedule people for. We're gonna come in and give all of those descriptions. We understand exactly what these events mean to us. When we go to our BPOs, however, they might be, using a different platform. They might be using Excel, and they might have different naming conventions conventions. So what we need to do is we need to map those to our events. And so that's one of the keys to the WFM integrations as we go and integrate to NICE, Verint, Calabrio, Aspect, spreadsheets. We take their schedules, and then we normalize it for us. So now all of a sudden, we have five different sets of event types across five different BPOs, and we're able to read that as one type of schedule, which is, again, key for us understanding what's going on and also unlocking, future insights. So this is a huge piece of the how we get this data, and it all starts with getting readable, meaningful schedules into our native WFM platform. The next piece here is the BPO planning page. And so when we're thinking about working with BPOs, there are many ways that folks share requirements. Again, some people are scheduling somewhere else, and you get a bill at the end of the month that says we worked this many hours, and you have to trust that. Other folks are scheduling need to be in the tool to varying degrees of success. Some people share volume. Some people share hours. Some some people share FTE. You're looking at line adherence. There's a lot of ways to do this. But at the highest level, again, there's it's always typically disparate. There's a lot of moving pieces to try and cobble the pieces, the data together to get a full story of what's happening. On the planning page here, you'll notice we have our our our BPOs broken down by site. And then line by line, we'll see numbers, which are meaningful. I promise I'll show you how we power these in a second. But we have a required our BPO partners can come in here and actually commit to a certain amount of hours. So in this case, it looks like they did commit. And then for this interval, it's not over yet. We're looking at this month. We can see, okay, here's our required. Here's what they're committing to. Here's what they have scheduled, and we can validate that they have them scheduled properly because of the schedule integration. And then we're mid month, so we're gonna be short. But based on productive adherence that we're able to measure, we're actually coming up well short of our expectations here. If we look below, it's gonna be a little bit closer, but we're gonna be able to see required, committed to, scheduled, and then actually delivered based on productive adherence measurement. This is huge because it builds trust with our partners. One thing we we when we brought this product to market over the last few years, one thing we were hesitant of is like, hey. BPOs are gonna feel like this is too big brother, too much work. It's actually been quite, positively received. Folks are really excited about being on the same page as their their customers and having a single source of truth for, meetings and kind of check ins and how we actually run the partnership. So it's actually been a pleasant surprise how well BPOs take to this because a lot of times, it's making their lives easier. There's a central source of truth for data, and then also it's reducing a lot of work and overhead on their end to potentially do double data entry, and try to move things from one WFM platform to another for the customer. Now these hours, here's the planning page. This is obviously very high level, but to give you an idea of what this is powered by, it's actual real time metrics. So because we have this integration to the schedules, BPO agents are still in your contact platforms. We're still able to read their agent states, whether it be from a Salesforce, a Zendesk, a Twilio, a custom solution via API, customer, intercom, all the above. We can read the events that we have normalized for us so we know what they're supposed to be doing, and then we can read the agent states and obviously see very clearly if they're in or out of adherence. Now I know very few people are gonna be going out and looking at every single agent line by line. But if we wanna hone into a specific site or a specific team, we can quickly assess, okay, do we have an adherence problem at this site? We're seeing an SLA spike or an SLA dip. What's the problem? Can we quickly investigate? And so this is unlocking real time in a capacity that we we we don't hear often exists with existing tooling, when you're thinking about real time for BPOs. If we go back here just to show you again, this is powered minute by minute to say let's find a different one. We're gonna try one more. Okay. Here's a good example where we're pulling in minute by minute to schedule this person supposed to be working. Their state's coming from, in this case, Salesforce, and so we have the real time adherence metrics, and then this is what rolls up into the hours delivered on the planning page. So we have the minute by minute data, but then we roll it up into a really digestible, easy to use kind of trusted, source of truth between you and your partners. Next, we can slice this data in a number of ways. So this is similar data to the planning page, but it's broken down in heat maps to say, for this week, for the AYA site, what do we look like from a staffing perspective? How are we set up to hit goal? We have our scheduled staffing, we have our required staffing, then we have our net staffing. We can all look at this and see that, hey. We had a hot spot Monday morning, and it looks like in the afternoons, we're a little bit exposed from a coverage perspective. Now this is something we can go into and see, Now this is something we can go into and see compare maybe compare sites, figure out if we have, additional bandwidth at other places, and make sure that we're gonna be set up to hit SLA across the board. All the data Assembled, you can slice and dice any number of ways. We have all these other reports on the left hand side. You can look at team performance by site. You can look at, agent scorecards, which are individual, scorecards for agents, all the above. And then as Brie mentioned, we get into billing. So, tactically, how does this actually come to fruition? What do we actually what are we sending to our our partners? How do we bill each, different partners? Not all contracts look the same. And so when we go and set this up, we're gonna be able to specify exactly how we bill this partner, understand billable and non billable event types so we can customize and configure partner by partner how we're actually gonna be set up to pay, basically replicate the contract and assemble this to goal. So this is a lot of the how on the BPO. How do we unlock this data? How do we start to aggregate it and read it and use it in a trusted partnership? I think as we get into Copilot, really excited to show how Copilot can serve as a means to uplevel, BPO performance, but also uplevel your support organization as a whole. So let me actually jump over and switch screens for one second. To make sure we have this set up. Here we go. And so it's worth mentioning, at Assembled, we have AI for voice, we have AI for chat, we have AI for email, we have Copilot, which we're focusing on today, and then we have, obviously, the WFM side of the platform. So when we're thinking about Copilot, like, this is such a tremendous enablement and learning tool in the context of BPOs. When I was at CCW in Vegas this year, I saw a gentleman, on a panel talking about outsourcing and how to be effective. His name is Darnell Brooks from Home Depot. He was on there with Matt McKay from Block, if anybody knows those folks. And Darnell talked all about how you have to get on-site with your BPO partners. You gotta go spend three, four weeks with them to make sure they feel the culture and, you know, are speaking the same language and feel like they're part of the business. And I'm not saying we should not do that, but Copilot is a tremendous way to, I guess, ease the burden and the need for time spent in different time zones, time spent in different geographies, and helping people get up leveled on a on a brand voice perspective and a learning and enablement perspective really, really quickly. So if we come in here to any given second, what this looks like is we have these quick quick option buttons. So we have a basic tool a basic inquiry here about our Slack integration. What we can do is we can, if this was a ticket we were picking up, we could summarize the interaction to date so we didn't have to reread everything. But we could go ahead and add a rep draft a reply. And what this is gonna do is it's gonna be drafting a reply from your underlying knowledge source, whether that be in a contact platform. We can connect to almost anything from a knowledge based perspective. We're gonna draft the reply, and then we're gonna have the option to move it to the editor. We can rephrase it with notes. We can add give it explicit instructions for how to rephrase things. And then we're gonna have a list of relevant sources here to show, hey. How did this reply, get generated? This is hugely impactful. So whether this is your highly experienced agents or someone who is still in their nesting phase of getting up and running, they can lean on Copilot to not just actually serve customers, but start to learn where these answers come from and start to empower themselves, go read the documentation, and bridge the gap of just, you know, not having to search for information from day one. We can also use wrap up templates, which a lot of times we're thinking about, hey. How do we mitigate and kind of reduce the work around the work? It's funny. In in observing agents across the globe with our with our customers, a lot of times, it's not actually even the ticket itself, but it's all the extra work to summarize a ticket, catch up on a ticket, answer a question, and then actually wrap up a ticket, let it a template or a specific template for the next team or if it gets escalated, how we wrap it up in that format. We can create these templates and basically do this on the fly, saving people one and a half to two minutes per ticket just by doing the extra grunt work via AI. We can also use translation here. If this was in a foreign language, we could translate it, and translate it back into the native language of the customer, hopefully giving more coverage globally for your BPO agents to cover multiple geos. Now this is the kind of the the the front end of what Copilot looks like, but I think where, you know, what's interesting is kind of the features behind the feature in this case because I think that's where our kind of expertise and history in customer support ops, comes into into play of how we actually go about doing this. And so when we're thinking about scaling support across the globe, we have to be explicit in how if we're leveraging AI and Copilot, how this is going to behave. So you can expect all the Nuance kind of design and configuration settings to be available for you to go and make sure this behaves in the way we want it to. We're gonna be able to give it explicit instructions for how to handle, how to handle interactions. We can tie directly into your knowledge base. We can use past tickets to continue learning. We can go in and create different buttons, custom buttons. So if you have certain teams that are using Copilot in a certain way or have certain tasks, we can create custom buttons to go and, read conversations, draft replies, and put things in a certain format, so they can get on with their day. What's more important too is I think if we go to the style guide and we're thinking about the brand voice and how we want to talk to customers, this is probably maybe the most important thing when we're thinking about bringing AI into the organization. It's do we wanna be brief? Do we wanna be verbose, detailed? What is our voice, though, for the for customers? How formal are we as a business? Do we have humor? Do we wanna incorporate humor into, our our interactions? Do we use emojis? Some, you know, some situations, we should not use emojis. Someone's missing their order. They get a a broken item. Maybe that's not something to be playful about so we can make sure to coach it. In certain situations, we have preferred phrases and avoided phrases. Certain companies need to be incredibly careful with the type of liability they might take on given the field of work they're in. So So we have avoided phrases and explicit instructions to never assume liability in any case. And if liability is detected, make sure we're getting a human in the loop as soon as possible. What we're gonna do here is we're gonna give everybody the ability to speak in your brand voice from day one, and this can be via a style guide you might have internally. It can be based on docs that you already give new agents when they're nesting and getting up to speed, or you could take your top five agents and see how they handle tickets and use those tickets and that that tone as a baseline for style guide. The point being is you're gonna be able to control and make sure that people are using a consistent voice across the entire customer base. One customer I have, they actually sell airplane parts, and they're using this because they have airplane parts are very expensive to no one's surprise. They have to have incredibly white glove, tone and kind of conversational style with their customers, and they wanna maintain that across the board. So they've gone extremely formal and make to make sure that people are treating their customers, basically, in a incredibly formal, I guess, high, high value, manner, for every interaction. I have one more thing to show. Bree, do we have another poll or another question we could potentially ask an audience? Yeah. I can throw another poll up on screen here. Alright. So another poll is open, asking how you guys are currently using AI or automation, for those of you managing BPO and support teams. Just curious to see how much people are automating, whether you're just relying on co pilots, whether you're fully automating, or whether you are still in your exploratory phase there. Okay. Looks like several still exploring. Not yet live. And a couple that have some automations and macros. Okay. A few of you already using, a Copilot to help with prompts, drafting replies. Cool. I'll keep leaving that running. And, Ryan, you let me know when you're ready to take I'm ready. Great. Got it. Cool. So I think we have the, you know, the data we've unlocked with BPO partners from a WFM perspective, which is always gonna remain important, especially as WFM teams have to take on WFM in 2025 and beyond with the introduction of AI. We've seen Copilot how we can increase productivity of agents, speed them up, give them super suits to get ramped faster, but also handle tickets faster. I think what's really interesting is how we start to bring these two things together, and that's where Assembled's orchestration layer that would sit across all of support, whether it be tier one automation, tier two copilot, you know, tier three, all human interaction, starting to understand the ebbs and flows of support and where there are efficiencies is gonna be incredibly key. And we see that having, you know, AI and WFM under one roof is gonna reduce the friction in allowing businesses to basically capitalize on those efficiencies. And so I think when we're thinking about the goals of AI and Copilot at a given business, it's so important to, I think, go through a couple cycles to figure out what that can look like because it's different from from team to team. You know, I think we saw Klarna have a a little bit of a, basically, a misstep in in their go to market approach of, hey. We're gonna be able to replace our entire support team. And now we have folks from different teams having to, take on support because that was an overestimation. Other teams say we wanna automate 30%. Well, if you automate 30% of your easiest tickets, that doesn't actually translate to 30% of headcount reduction. And as a WFM person, maybe that's hard to explain to a senior stakeholder. We need a platform to help us do that. My point is that insights are sometimes gonna be counterintuitive. In this case, we're looking at Copilot usage. And what we wanna think is that co you know, as we have higher Copilot usage, handle time would go down. Right? That's true if you compare it to no usage at all. Handle time is still high. But beyond that, if you're using Copilot at a high rate, handle time is actually a little bit higher. And why is that? It's because as tickets get harder, agents are leaning on Copilot more. So it's not necessarily just an easy to estimate, hey. Copilot's gonna, lead to reduced handle time. It will overall, but more usage is not necessarily an indicator of lower handle time. It could be an indicator of higher complex tickets. So being able to contextualize that, go over, you know, from this part of the platform and figure out what queues those agents are working on to understand the ticket types and the time spent and the implications across staffing, That's gonna be key in how you go and assess something that that's effective how the efficacy of something like this. I think other goals are, do we want to move do we wanna automate tier one away? Do we wanna completely deflect it and resolve it? Do we want to help BPO agents who are currently in tier one be able to serve tier two? Do we wanna move tier two support or escalations out of the business and into into partner teams at BPOs? These goals can all look different. We have we have one customer who they initially had an automation goal, and they realized they can automate completely automate almost nothing today. So what did they shift to? They shifted to first and second touch automation for each individual ticket, and now they're automating first touches across 70% of their tickets. And so it was a secondary goal that they eventually got to realizing that full automation wasn't quite on the table yet, but there's they're realizing the time savings, the efficiency, the headcount savings, all of the above by automating across tickets as a whole, but only automating a certain percentage. So I think our goal is to and our approach with customers is to to be a great partner in figuring out what the goal should be, understanding that they're gonna change as complexity changes, as businesses change, but also as AI develops and, unlocks new opportunities. So that's hopefully a good preview of vendor management, from a WFM perspective in Assembled our copilot capabilities to help give agents super suits and then also how we bring this all together and help orchestrate across the support operations, as a as a platform. I think that's all I got, Brie. I'm out of out of demoable Windows right now. Love it. Thanks so much for walking through all of that. A lot of cool stuff going on. Alright. I got a couple more slides to share before we hop into to q and a. Alright. Here we go. So I'll leave you with, just a a few reminders of what we just touched on for building your best BPO partnerships. I know a lot of you are probably planning for 2026, and beyond. So reminder, you're going to want to integrate directly with your BPOs for that shared source of truth for joint planning. You're gonna wanna supercharge your agents with a Copilot. Copilots and BPOs are really aligned on the types of tiers of tickets that they normally get assigned to, so they are very complimentary products. And then finally, measuring impact. So you're going to want to measure in real time and historically how things are going so you can continue to improve. No more billing disputes with your BPOs. And so feel free to to keep using the q and a console on the right. And while you guys drop in any of your questions, I'll just leave you with a few customer stories here. So first, we have Flex Car. So they, were able to achieve double, or twice as fast resolutions, half the resolution, time using our Copilot. So, their agents no longer have to search for knowledge. Answers are surfaced directly to them immediately. Answers are auto drafted. So just really super powering their agents to reply even faster, which has led to higher CSAT and more savings on headcount, and a lot of, like, residual effects there. Honeylove, a women's consumer brand, they've been able to reduce their escalations drastically. They have Copilot helping them guide their agents, they no longer have to escalate to team leads. So it's really led to, more agent literacy. They are capable of handling more types of tickets. They feel more confident, a little more autonomous in replying. So, lots of good, downstream effects there as well. And then finally, daily pay. So through using our Copilot, they they've been able to boost CSAT scores across the board by an average of 22%, just because they're able to reply to their customers faster. Our replies are always on brand, always within policy, very consistent experiences. So CSATs have gone up as a result. And then using vendor management, they've been able to save over ninety six hundred hours in team productivity. Some of this was finding, I think, at least a couple thousand hours, that they were being overbilled by their BPOs. So just having that visibility into actual hours worked, just means they've been able to save up to about a million dollars annually. So huge savings there, on top of, great effects for their customers. So now we will jump into live q and a, if anyone's dropped any questions in the console over here. Let's see. Is there an industry norm on if the centralized site should share volume or full time employees? So any thoughts on that one, Ryan? In industry norm yeah. My my initial reaction is now, it looks different from business to business, and it just you know, some people outsource at different points in the BPO partnership, which is really challenging. But I think, to be candid today, from how our product works, like sharing of FTE requirement by interval is the optimal way to to garner the most insights with Assembled. But the short answer is no. There's not an industry standard. I think that's what, hopefully, we can be the leaders on in the next year. We have a lot of things on our road map that will offer, supporting different types of models and, hopefully, have, you know, a top two or three that will make the most sense. Great. Let's see. The second one, Copilot impact feature, can you drill down the view to per site, per team, and per agent? The answer is yes. You can drill down to different sites and agents. And, you might do it via the team performance report, but, yes, everything in Assembled is filterable. Yep. Granular data is crucial to, the Assembled product. Is the Copilot functionality required? No. Assemble products are designed to all be modular, so you can buy one. You can buy the full suite. Obviously, we we recommend the suite, because all the products will talk to each other. But, no. You can get the full benefits of vendor management, for the planning piece without the Copilot functionality. So you can purchase those as separate products. I'll just read this other one aloud that I already responded to, but today being focused on Copilot, are there other sessions planned with a focus on the workforce management piece? And the answer is yes. We have a webinar coming up in November. We're actually partnering with SWPP, the Society of Workforce Planning Professionals. So we'll be talking about all the benefits of modern workforce management. So we can we'll make sure everyone here is on our email list, to be notified about future webinars. And you can also keep up on our website at assemble.com/webinars, to see all of our upcoming events. And then looks like one last one here. I don't know if you wanna take this one. Do you have examples of ROI on the real time portion? If I'm managing three BPOs, I do want better control of forecasting and insight into scheduling and things like occupancy or hot spots for me to refine forecasting and evaluating full time employees. Are there other use cases that drive ROI? That is a meaty question. The short answer is yes. I guess the with with so many examples in that question, there's there's different ways to go get that information. I think, ultimately, what we're working toward too is how to how to coach these conversations and collect on ROI. There's, like, an obvious billing reconciliation. If you sign on and they're expecting a certain amount of hours and it's delivered in a a different capacity, there's billing reconciliation potentially. But as far as, like, depending on how you pay, again, how how your contracts are set up, do we have the right amount of people? Is occupancy in the right range for the amount of people we have, or is occupancy really low and we're overstaffed and overpaying? We have ways to glean those, I guess, slices of data, and then take that to as as as a pursuit of ROI. So it can look different, depending on the case, but I think the data you're looking for is available, overall. Great. Happy to talk more on that if you wanna connect, separately outside of the webinar. Cool. Looks like we've got all questions covered. So with that, thanks so much for being online with us today, everyone. We'll see you at the next one, and hope you have a good rest of your day.