What is Support Intelligence and how does it work?

Support Intelligence analyzes tickets, chat, and sentiment data to surface trends, bottlenecks, and early warning signals for support leaders. This is the foundation of support analytics automation.

AI-Powered Intelligence for B2B Support Teams

Q: How can AI uncover hidden trends in ticket data?

By clustering tickets by topic, intent, and sentiment, Mosaic AI identifies recurring issues, training gaps, and emerging product problems. This process provides key AI for ticket insights for management.

Q: How can support leaders identify risks and churn signals early?

AI models flag declining sentiment, delayed response patterns, and repeat tickets—providing risk and opportunity detection that allows teams to act before issues escalate.

Q: What role does sentiment analysis play in reducing escalations?

Sentiment tracking fuels proactive AI alerts to prioritize urgent or negative interactions, enabling faster intervention and improving CSAT and retention.

Q: How does Mosaic AI provide support trend analysis?

Mosaic AI uses conversational agents and clustering technology to conduct continuous support trend analysis across your entire unified support stack, offering both high-level views and root-cause details.

The best support teams stop problems before they spread.

Rather than relying on manual tags, Mosaic AI automatically enriches every support interaction, uncovering recurring product issues and customer risks, then routing them to the teams that can resolve them before they generate more support demand.

See patterns as they emerge

Trending issues, risk signals, and sentiment shifts, updated with every new case.

See what's driving support demand

Tracks patterns across products, versions, and releases.

Automated alerting

Flag churn signals and urgent cases the moment they appear, with the context behind them.

Route issues to the right team

Recurring product issues go to Engineering, account risk goes to CS, coaching gaps go to managers, in Slack, Teams, or email.

Impact that compounds with every customer interaction

Here's what support teams see once Mosaic AI begins learning from every case.

Book a demo

43%

Reduction in internal tickets

Repetitive internal questions are answered automatically, freeing support experts to focus on the most complex issues.

44%

Faster case resolution time

Cases move from open to solved faster because reps spend less time hunting for context and more time solving.

30%

Reduction in mean time to resolution

Seeing recurring friction points before they pile up let teams fix root causes instead of firefighting the same issue twice.

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

Every Mosaic AI capability shares the same Customer Context Model, so each deployment expands what AI can understand, automate, and improve. Instead of adding disconnected point solutions, you build one platform that compounds in value over time, helping support scale while cost to serve continues to fall.

Book a demo

AI for ticket insights and early warning

Intelligence continuously monitors sentiment and risk signals across every system your team already uses, sending real-time alerts with the context and recommended next step so your team can intervene before issues escalate.

Book a demo

Proactive sentiment & risk analysis

Mosaic AI scans every case for frustration, urgency, and recurring blockers, pulling in Salesforce and Zendesk data so nothing gets missed for lack of context.

Ask a question instead of building a report

Skip the static dashboard. Ask an open-ended question in plain language and get an answer grounded in your actual case history, root causes included.

Recurring issue and trend analysis

Explore a live breakdown of recurring issues and what they're costing the business, plus a weekly digest of what's shifting in your case volume.
‍

Turn every case into structured intelligence

Mosaic AI enriches every case with sentiment, quality, product area, and issue type, so recurring issues are easier to find in the first place.

See what's coming, not just what happened

Seeing what's driving your case volume shouldn't mean reading every case manually. Mosaic AI enriches each one as it comes in, surfaces the recurring issues, and routes them to the team that can fix them.

Every case makes the next recommendation smarterEvery new case strengthens the Customer Context Model, making recommendations, alerts, and future automation more accurate.

One view of what's happeningThe Customer Context Model connects Salesforce, Zendesk, Slack, and every other support system into one view of what's actually happening.

Start with defaults and tune as you growStart with ready-made alerting and reporting agents, then customize triggers and enrichments as your team's needs grow.

100+ integrations.
One Customer
Context Model.

Mosaic AI connects to over 100 enterprise tools, Salesforce, Zendesk, Slack, Confluence, SharePoint, Snowflake, and more, so every one of those systems feeds the same Customer Context Model.

Context you can trustRetrieval-augmented generation (RAG) grounds every insight in your real ticket data, not a model's best guess.

Built-in governanceFine-grained permissions control who sees what, keeping sensitive data safe.

Everyone works from the same source of truthLeaders, analysts, and reps all see the same real-time picture, so decisions don't depend on whoever pulled the last report.

Intelligence is just one part of Mosaic AI

Intelligence is one capability built on the Mosaic AI platform. Every insight it uncovers immediately becomes available to Assist, Knowledge, and Self-Service through the shared Customer Context Model.

Instead of juggling disconnected tools, you get one system that connects data, action, and outcome across your entire support org.

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 is Mosaic AI's Intelligence capability and how does it work?

Mosaic AI analyzes cases, chat, and sentiment across your Customer Context Model. Intelligence surfaces the patterns your team should act on first.

How can AI uncover hidden trends in ticket data?

By grouping cases by topic, intent, and sentiment, Mosaic AI identifies recurring issues, training gaps, and emerging product problems, so leaders see the pattern instead of a pile of individual cases.

How can support leaders identify risks and churn signals early?

Mosaic AI flags declining sentiment, delayed response patterns, and repeat cases, so teams can act before issues escalate into churn.

What role does sentiment analysis play in reducing escalations?

Sentiment tracking powers real-time alerts that prioritize urgent or negative interactions, so your team can step in faster and protect CSAT and retention.

How does Mosaic AI provide support trend analysis?

Mosaic AI uses conversational agents and an enrichment process to continuously analyze trends across your entire support stack, giving you both the high-level view and the root-cause detail behind it.

How does Intelligence help Product and Engineering teams?

Intelligence groups related cases into recurring product issues, ranks them by how much support volume and customer impact they're driving, and routes them to Product and Engineering in Slack, Teams, or email, with the underlying cases attached. Instead of waiting for Support to notice a pattern and escalate it, Product and Engineering get evidence-backed priorities as they emerge, and can drill from any trend into the individual cases behind it

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.

INTELLIGENCE

Eliminate recurring issues before they create the next case

Real-time AI intelligence for B2B SaaS Support: Predict risk. Drive strategy.