Mosaic AI works through the follow-up questions and troubleshooting your team would normally handle, helping customers resolve issues themselves or reach a rep with the investigation already attached.
Most Self-Service answers the easy questions and leaves the hard ones for your team. The expensive cases are exactly the ones a search box cannot answer: they have to be investigated and worked through.
Gather the missing details and guide troubleshooting in the moment, without the back-and-forth that leaves customers waiting.
Resolve more complex issues before they reach the queue, giving your team more capacity as demand grows.
When expert help is needed, your team gets the conversation, supporting files, and investigation so they can pick up where self-service left off.
Identify the customer and product, ask follow-up questions, and collect the details needed to understand what is happening.
Search relevant knowledge and connected systems to identify the most likely path forward.
Walk the customer through each step, adapting the next question or action based on what happens.
Help the customer resolve the issue or bring in your team with the full investigation attached.
“We scaled our Mosaic AI deployment from production pilot to full adoption across multiple business units in under 10 weeks.”
“We see plenty of opportunities where it’s going to help us streamline our customer interactions and make us more efficient and effective.”
“We have been able to scale and keep up with the demands without having to add a significant amount of headcount. With basically the same size team we had last year, we’ve made improvements.”
Authenticate the user and scope Mosaic AI to the approved knowledge relevant to their product, version, and access, so guidance reflects the environment they are actually working in.
Be there whenever customers need help, across chat, in-product support, and even case forms, so they can get help in the moment.
Ask follow-up questions, collect and review screenshots, and search across documentation and connected systems to narrow down what is happening.
When expert help is needed, your team gets the conversation, evidence, and steps already tried, so customers never have to repeat themselves and reps can reach a resolution faster.
Most self-service handles the easy questions and leaves the expensive, investigative work for your team. Mosaic brings that work into self-service, helping customers resolve issues sooner while lowering your cost to serve.
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Connects to 100+ integrations. Start indexing your full support stack within weeks. No data migration. No engineering required.
Connect your systems once, then build agents for any workflow on one shared framework. Every agent uses the same data, integrations, and controls, so you can expand without adding another point solution.
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We analyze your real case data, at no cost, to find where time, effort, and spend accumulate, what can be automated, and how much it would lower your cost to serve.
You get a live environment built for your top use cases, running on your own systems, using your own case history. You see the result before you sign anything.
Deployed on top of Salesforce, Zendesk, and the rest of your stack. No migration, no developer resources, deployment expertise included.
We measure it on your own data. We connect to your systems, run a proof of value with your team against defined success criteria, and hand you a business case built from your own cases.
Because they answer from documentation without knowing who's asking. The right answer depends on the product, version, and configuration the customer runs. Mosaic works from that context, so the answer fits the customer in front of it.
At case submission, in your customer portal, inside your product, and over email. Answerable cases get resolved at the point they would have been created. Mosaic AI connects to Salesforce, Zendesk, Confluence, and 100+ enterprise systems with no data migration.
Knowledge clusters recurring gaps and drafts new articles, and Self-Service immediately begins using them. So next quarter, questions that generated tickets this quarter deflect on their own. Most self-service tools plateau at the edge of your existing documentation. This one does not.
When Mosaic AI determines a human is needed, Self-Service hands off the complete conversation, the customer's product and configuration, and everything Self-Service has already tried, so nobody starts from scratch, and the customer never repeats themselves. Point of Rental reached a 90%+ CSAT for the first time in company history by running this way.
Every answer is grounded in your trusted source of truth and cited back to it. The Customer Context Model governs what Self-Service is allowed to access. It's allowed to say what stays internal, and it only ever uses content the customer is authorized to see. When it is not confident, it hands off rather than guessing.
Those tools deflect from a help center. Mosaic AI is built for technical support in highly configurable, multi-product enterprises, so Self-Service answers from the product and configuration each customer actually runs. And because Knowledge closes the gaps it finds, the deflection rate climbs instead of flattening. That is a platform behavior an add-on cannot reproduce.
We’ll analyze a sample of your real cases at no cost and show which ones Mosaic AI can resolve in self-service, the evidence behind each answer, and when a case should reach your team.
