S11 E22: The Support Capacity Paradox: Managing the Tri-Border Workforce of Humans, BPOs, and AI Agents Without Metric Depravation with Ryan Wang, Co-Founder & CEO of Assembled

Ryan Wang has had a winding set of paths to get to where he is today. He studied economics and statistics, with the intent of going to grad school and becoming a professor. After talking with his boss at the time, Steven Levitt (also one of the authors of Freakonomics), he was convinced that was not the best path. Eventually, he joined stripe via nepotism, and became a software developer via data science. Outside of tech, he loves to read about different topics. Right now, he is reading about owls, and also loves to read fiction and poetry. In fact, he drops poetry occasionally at his current venture.

While at Stripe, back when it was an 80 person company, Ryan noticed people doing support tickets on their own. After he spent some time there, he and his now co-founder started to tinker in machine learning for support. As he made progress, a leader pointed out that the real problem was around workforce management.

This is the creation story of Assembled.