Josh Solomon

Josh Solomon is the General Manager at Mosaic AI, with over seven years of experience in the AI space focused on bringing AI solutions to enterprise customer experience and support teams. He specializes in driving the adoption of AI tools to help organizations move from reactive to proactive support models.

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Josh Solomon

's posts

Check out the latest posts below.

Customer Experience & Strategy
AI Agents & Automation

What are the best AI tools for Tier 1 IT support deflection? Your 2026 guide.

Not all AI tools for Tier 1 IT support deflection are built for B2B. Here's what to look for, what to skip, and how to actually measure results.
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Customer Experience & Strategy

Customer escalation management framework: A proactive framework for technical support teams

Most teams manage customer escalations after they happen. This framework shows how technical support organizations can prevent them before they start.
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Customer Experience & Strategy

How to reduce customer churn in technically complex environments

Your technical support guide on how to reduce customer churn once risk is flagged, including save play frameworks, structured handoffs, and post-escalation recovery.
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Productivity & Enablement

AI governance framework for technical support

From guardrails to accuracy thresholds to audit controls, a governance framework every technical support leader needs to deploy AI with confidence.
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Guides
AI Agents & Automation

How to choose AI for technical support: A practical buyer’s framework

AI for technical support is different from B2C. Learn the criteria that matter when evaluating platforms built for product complexity, escalations, and clear ROI.
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Customer Experience & Strategy

Enterprise Customer Support at Scale

Enterprise customer support isn't just mid-market B2B at greater volume. Here's how to build a support model that scales with account complexity while protecting renewals.
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How Mosaic AI compares to leading AI support platforms

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Guides

Mosaic AI vs Zendesk AI

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Guides

Mosaic AI vs Salesforce Agentforce

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Guides

Mosaic AI vs Intercom Fin

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Guides

Mosaic AI vs Freshdesk Freddy

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Guides

Mosaic AI vs Forethought

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Customer Experience & Strategy

What makes technical support different

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SaaS technical support: The complete guide

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Build an omnichannel support strategy

Many technical support teams think omnichannel customer support is about adding channels. Here's why the infrastructure beneath them matters more.
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How to identify and close knowledge gaps in B2B support

Are knowledge gaps slowing down resolution times and affecting your support agents' performance? Here's how to identify knowledge gaps—and close them for good.
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Customer Experience & Strategy

Improve agent productivity at scale

Most guides tell you to hire more people. Here's how to improve agent productivity—and scale B2B support output—with the team you already have.
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AI Agents & Automation

Beyond the buzzword: what "AI-native" actually means

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AI Agents & Automation

AI assist tools: The buyer's guide for technical support teams

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Guides

8 Support Automation Quick Wins

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Customer Intelligence

8 churn warning signals that predict customer churn

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Guides

Tier 1 ticket deflection guide

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Productivity & Enablement

Technical support tool consolidation strategy: Reducing spend and tool sprawl

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AI Agents & Automation

Automating customer service tickets

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Customer Experience & Strategy

Reduce support agent burnout & turnover

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Customer Experience & Strategy

Automating Repetitive Support Work

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Guides

B2B vs B2C support: why B2C tools fail B2B teams

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Guides
AI Agents & Automation

Proactive customer support: A complete guide

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Guides

B2B customer service best practices for SaaS

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Guides

Scale Customer Support Without Headcount

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AI Agents & Automation
Customer Experience & Strategy

What is an AI committee and why B2B teams need it

Forming committees for strategic AI adoption helps companies stay organized and make well-informed decisions. In this article, we’ll explore what an AI steering committee is, why your organization needs one, and the steps to take to form one.
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Knowledge Management

What is AI knowledge management? Why your B2B support team can’t afford to ignore it

Discover how AI knowledge management transforms how B2B teams find, share, and use information. Learn implementation strategies, see real examples, and calculate ROI.
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Knowledge Management

Knowledge management in the age of AI

Your legacy knowledge management software is failing. Discover how AI-native platforms transform knowledge from a static library into a dynamic engine for CX and GTM growth.
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Customer Experience & Strategy

Security: what to look for in any AI software evaluation

What should be non-negotiable on your evaluation checklist, and what can you keep as a nice-to-have? Today, we’re sharing some tips to help you understand the most important Security points to keep in mind when evaluating AI software.
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Customer Experience & Strategy

How to Use AI for Customer Churn Prediction

Here's how AI customer churn prediction models actually work for B2B support teams, so you can turn risk scores into proactive retention actions.
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Customer Experience & Strategy

AI adoption strategy that delivers ROI

How CX leaders are bridging the gap between experimentation and impact.
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Customer Experience & Strategy

AI-powered CX at scale at HiBob

Hear how HiBob's VP of Global GTM Revenue Operations successfully implemented AI to improve CX at scale.
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Customer Experience & Strategy

AI implementation best practices for B2B CX

Explore how organizations can cut through the noise when it comes to AI implementation in CX, and drive measurable improvements in customer satisfaction, efficiency, and service quality.
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Customer Experience & Strategy

6 CX leader takeaways on AI and B2B support

What CX Leaders Are Saying About AI, Support, and the Future of Work
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Get proactive with AI

Start small with one or two agents. See how Mosaic AI’s context-aware platform moves with your workflow—transforming every ticket, every onboarding, and every customer experience. 

Book a demo

See Mosaic work on your hardest cases

We’ll analyze a sample of your real cases, identify where Mosaic can have the greatest impact, and show how it would work in your current support stack.

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