What performance metrics can Mosaic AI's Assistant improve for support teams?

Mosaic AI improves resolution time, onboarding speed, knowledge accuracy, and overall agent productivity.

How does Mosaic AI integrate with Salesforce, Zendesk, Slack, and Confluence?

Mosaic AI connects securely to 100+ enterprise tools, unifying scattered data into a single assistant that employees can use instantly.

What is Agentic AI and how is it used in support workflows?

Agentic AI automates multi-step processes—from analyzing tickets to escalating cases—enabling faster and more accurate customer responses.

How do teams prepare employees to work with AI assistants?

Reps adopt AI faster when playbooks and SOPs are embedded into workflows; Mosaic AI also reduces training time by up to 50% with built-in enablement.

Why is Mosaic AI the world's first AI-native platform for B2B support teams?

Mosaic AI was built from the ground up for support leaders, consolidating AI use cases in one platform instead of layering AI onto existing software.

AI Assistant for B2B Support Teams

Bring technical expertise to
every case

Assist works like your best support engineers: it reads the case, reviews the logs and evidence, and recommends the next step, so every rep resolves more without waiting on a specialist.

Complex cases move on the first touch

Analyzes the logs, traces, and screenshots, so cases no longer wait for technical experts.

Experts stay on expert work

Fewer escalations reach your senior engineers, and the ones that do come with full case history, so no one re-explains.

New reps perform like tenured ones

Every answer is grounded in your Customer Context Model, so new hires work with the same context as your senior engineers.

Answers your reps can trust, every time

Every answer is cited back to your trusted source of truth, so a rep can check it before a customer sees it.

The results support teams see with Assist

Assist handles thousands of technical cases a month across complex, multi-product support teams.

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92%

CSAT Score achieved

Point of Rental hit a 92% CSAT for the first time in its history and cut phone support from roughly 75% of volume to under 50%, freeing $375K to reinvest elsewhere.

39%

Reduction in cost within 90 days

When AI does the investigation as well as the busy work, every case costs less to close, so cost to serve falls as you grow instead of rising with you.

35%

Increase in support rep capacity

Rapid7 handles 7,000+ complex technical cases a month across 11,000+ customers. With Assist, tickets are handled 30% faster, reps have 35% more capacity, and frontline CSAT holds at 95%.

How Assist works

Assist works every case like an experienced support engineer: investigate first, then act. It analyzes attachments, searches past cases, checks the customer's setup and history, then takes the right action to resolve the case.

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Knows your customer and your product

Because every case is grounded in the Customer Context Model, Assist understands which product the customer runs, how it's configured, what they've reported before, and where the answer lives. No tab-hopping, no chasing down specialists.

Does the technical work

Mosaic AI performs the same investigation that your senior engineers would, reviewing logs, traces, attachments, images, diagnostics, and APIs through Assist.

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Automates what it can. Escalates when it matters.

Assist drafts the grounded reply with citations, updates the case, and resolves what it can on its own. When a case genuinely needs a human, it escalates to the right expert with the full history attached.

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Gets smarter with every case

Every resolution becomes platform intelligence. Knowledge turns it into documentation. Intelligence detects patterns. Assist learns from both.

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Support has always scaled with cost. It doesn't have to.

Every Mosaic AI capability runs on the same platform, so each deployment expands what AI can understand and automate. One platform that compounds over time, not disconnected point tools, so support scales while cost to serve falls.

One platform for Assist, Self-Service, Knowledge, and Intelligence, all fed by the same Customer Context Model.

Configure every model, tool, and workflow to match how your team actually operates.

Permission-aware from day one. That means reps only ever see what they are already authorized to see.

Context you can trust

The Customer Context Model connects Salesforce, Zendesk, Slack, Confluence, Snowflake, SharePoint, Jira, and 100+ systems. Assist immediately operates on that shared context.

Grounded, cited answersEvery answer traces back to your trusted source of truth, so a rep can check the source before it reaches a customer.

Built-in governanceYou decide what stays internal and what is safe to send to a customer. Assist inherits permissions from every connected system.

One source of truthEvery rep, on every case, works from the same trusted knowledge. And every resolution makes it better.

Assist is just one part of Mosaic AI

Assist is one capability built on the Mosaic AI platform. Because every module shares the same Customer Context Model, anything one capability captures immediately becomes available to Self-Service, Knowledge, Intelligence, and every capability you add later.

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

Get quick answers to your questions. To understand more, contact us.

What can Mosaic AI Assist actually do on a support case?

Mosaic AI reads the case through Assist using full customer and product context, then does real technical work, like reviewing logs and traces, analyzing files and images, running diagnostics, and calling APIs. It drafts a grounded reply with citations, resolves what it can, and escalates to the right expert with full case history when a case needs a human.

How is Assist different from Zendesk AI, Salesforce Agentforce, or Microsoft Copilot?

Those tools layer AI onto software built for something else, and they answer from generic content. Mosaic AI is built for technical support in highly configurable, multi-product enterprises. Assist runs on your Customer Context Model, products, configurations, accounts, and case history, and does real technical work like log review and diagnostics. That is why it holds up on complex cases where generic assistants break.

How does Assist keep its answers accurate?

Accuracy comes from the Customer Context Model. Every Assist response is grounded in your trusted sources and linked to its source, so a rep can verify before it reaches a customer. Governance controls decide what stays internal and what is customer-safe, and every Assist response inherits permissions from the Customer Context Model, so AI only acts on information that user is already authorized to access.

What results do support teams see with Assist?

Rapid7 handles tickets 30% faster with 35% more rep capacity and 95% CSAT across frontline teams. Point of Rental absorbed major growth with the same team. Most teams see value within their first quarter. Read Rapid7's story.

How long does it take to get Assist live?

Mosaic AI connects to your existing stack. Assist begins working immediately without migrations or engineering work. Rapid7 was live in under a month. Most teams start with a short proof-of-value pilot and have a business case built on their own case data before committing.

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.

ASSIST

Resolve your hardest technical cases with confidence

The AI Assistant for Support Teams: Built on enterprise context