Knowledge Knows What to Document

The problem

Finding what to document shouldn't be a full-time job.

You support a dozen products and can't see what's driving case volume in each. The evidence is buried across thousands of resolved cases, making recurring patterns and high-impact gaps difficult to identify. Without that visibility, expertise stays trapped, the same issues get solved again and again, and the knowledge base falls further behind.

Know what to document

Mosaic AI groups resolved cases into recurring topics by product line, checks which ones your knowledge base already covers, and ranks the gaps by the case volume they drive. Thousands of cases become one prioritized list of what to document next.

Resolved case turning into a generated draft article

Capture expertise automatically

For each gap, Knowledge drafts a review-ready article from the real troubleshooting behind the resolution, not from a template. Your team already wrote the article. They just did it inside a case.

Experts review, approve, and publish

Knowledge automatically handles the first draft, structure, and tagging. Your experts verify the details, make any edits, and approve publication. Nothing goes live without their review.

Repeat case volume declining as self-service resolves recurring issues

Reduce repeat volume

Published articles flow into Self-Service, so the next customer with the same issue resolves it without ever creating a case.

The compounding loop

Every resolved case makes the next one cheaper.

Knowledge turns proven troubleshooting from resolved cases into approved articles that Self-Service can use. As coverage grows, more recurring issues are resolved before a case is created, freeing your experts for higher-value work and helping deflection improve over time.

Book a demo

The first time

Hours

For a support engineer to chase context across your systems.

Then, automatically

Draft

Mosaic drafts the article from that first resolution, ready for review.

Every time after

0 min

Self-Service serves it. The next occurrence never becomes a case.

The impact support teams see with Knowledge

Testimonial

"Thousands of customers are getting instant answers, and 95% never open a support case after, which is huge! Not only did it cover what we needed out of the box, the vision was there. There's so much more that we can do in the future that I'm very excited about."

Brooke Ryan

SVP Global Customer Experience, Point of Rental

Read the story →

Publish-ready articles in a single week from recurring issues

800+

AI-generated and enriched support articles created automatically

43%

Fewer internal tickets by automating answers and streamlining knowledge delivery

Knowledge is just one part of the Mosaic AI system

Knowledge runs on the same Customer Context Model as Assist, Self-Service, and Intelligence, so everything one capability learns is available to the others. Knowledge closes the gaps Self-Service surfaces, and Self-Service starts using the new articles right away, so deflection climbs instead of flattening.

Assist

Self-Service

Knowledge

Intelligence

Shared foundation

Customer Context Model

Knowledge is just one part of the Mosaic AI system

Diagram showing Mosaic AI product modules: Assist, Self Service, Knowledge, and Intelligence

Capabilities

With one set of integrations and a single Customer Context Model feeding every module, scattered case data turns into action automatically.

Assist

Self-Service

Knowledge

Intelligence

Customer Context Model

We transform siloed customer, product, and case data into one Customer Context Model, giving every Mosaic AI capability the context it needs to take the right action. Every capability acts from the same trustworthy source of truth, so answers come with citations, not guesswork.

Diagram showing Mosaic AI integration architecture connecting enterprise tools

Integrations

Connect the tools your teams already use: CRMs and help desks (Zendesk, Salesforce), knowledge bases (Confluence, Google Drive), and internal chat (Slack, Teams). 100+ connectors. No data migration. No engineering dependency.

Frequently asked questions

How does Mosaic decide what to document?

It clusters resolved cases into recurring topics, compares them against your existing knowledge base, and ranks the gaps by the case volume they drive.

Where do the drafts come from?

From the real troubleshooting behind a resolved case, not a template. A person reviews and approves before anything is published.

Does anything publish without a human?

No. Drafting, structuring, and tagging are automated; review and publishing stay with your experts.

How does this reduce ticket volume?

Published articles flow into Self-Service, so the next customer with the same issue resolves it before a case is created.

Frequently Asked Questions

Quick answers about the shadowing session and the 5-day pilot. Have another question?

How does Mosaic decide what to document?

It clusters resolved cases into recurring topics, compares them against your existing knowledge base, and ranks the gaps by the case volume they drive.

Where do the drafts come from?

From the real troubleshooting behind a resolved case, not a template. A person reviews and approves before anything is published.

Does anything publish without a human?

No. Drafting, structuring, and tagging are automated; review and publishing stay with your experts.

How does this reduce ticket volume?

Published articles flow into Self-Service, so the next customer with the same issue resolves it before a case is created.

See how Mosaic AI’s context-aware platform moves with your workflow

See how data, technology, and partnership come together to drive real results.

See how data, technology, and partnership come together to drive real results.

Stop solving repeat cases. Start preventing them.

Finding what to document shouldn't be a full-time job.

Know what to document

Capture expertise automatically

Experts review, approve, and publish

Reduce repeat volume

Every resolved case makes the next one cheaper.

The impact support teams see with Knowledge

Knowledge is just one part of the Mosaic AI system

Knowledge is just one part of the Mosaic AI system

Capabilities

Customer Context Model

Integrations

Stop guessing what deserves an article.

Frequently asked questions

Frequently Asked Questions

How does Mosaic decide what to document?

Where do the drafts come from?

Does anything publish without a human?

How does this reduce ticket volume?