AI Case Resolution for B2B Support

Every resolved case makes the next one cheaper to close

Technical support requires more than just searching a knowledge base. Mosaic AI understands the customer, investigates the issue, and works across the systems where the real answers live.

Mosaic AI works the case the way your best support engineers do, bringing together customer, product, and case context, reviewing technical evidence, asking follow-up questions, drafting grounded replies, and carrying the full investigation into every escalation.

Scale support without scaling costDeflect the routine, accelerate the complex, and help every rep resolve more, so cost to serve falls as you grow.

Trust AI with your most complex casesMosaic AI investigates, troubleshoots, and takes the right action, so even your hardest cases get resolved, not just triaged.

Eliminate recurring workEvery case your team resolves becomes knowledge that prevents the next one, so your queue keeps shrinking.

How Mosaic AI speeds resolution

Grounded in the Customer Context Model

Mosaic AI connects to the systems you already run and grounds every case in the context of your products, accounts, and case history.

Investigates the case

Reads the case, reviews the evidence, and pulls the relevant history, so your reps are never starting from zero.

Drafts and delivers responses, complete with citations

Every response is grounded in your trusted sources and backed by citations, making it ready for rep review or automated delivery.

Every resolution improves the next

Resolves what it can and carries the full investigation into every escalation. Every resolution becomes knowledge that helps resolve the next case faster.

Built for the way technical support teams actually work

Technical support doesn’t happen in one tool. Mosaic AI understands what’s happening across Salesforce, Zendesk, Jira, Slack, and the rest of your support stack, then works across those same systems to investigate issues, update records, coordinate workflows, and move every case toward resolution.

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Frequently Asked Questions

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

How does Mosaic AI help resolve tickets faster?

Mosaic AI brings together the customer, product, and case context behind every issue, investigates technical problems, and drafts grounded responses backed by citations. It also automates repetitive work across Salesforce, Zendesk, and your existing support tools, so reps spend less time researching and more time resolving cases.

What is AI-driven ticket summarization and triage?

Mosaic AI summarizes long case threads into clear, actionable context, then enriches every case with details like topic, urgency, sentiment, and product. That gives support teams the information they need to prioritize, route, and automate case handling with confidence.

How do AI agents prevent case escalation?

Mosaic AI helps Tier 1 reps resolve more cases by bringing together account history, similar cases, technical evidence, and grounded recommendations in one place. When a case does need to escalate, the full investigation moves with it, so Tier 2 can continue where AI left off instead of starting from scratch.

How can teams measure improvement in resolution time?

Mosaic AI tracks metrics like handle time, first response time, resolution time, and escalation rate, so you can measure the impact across individual reps and your entire support team. Compare cases handled with Mosaic against those without to see the improvement in your own environment.

How is this different from Zendesk AI / Agentforce?

Zendesk AI and Agentforce layer AI onto software built for something else, and they answer from generic help-center content. Mosaic AI is built for technical support in highly configurable, multi-product enterprises. It runs on your Customer Context Model (your products, accounts, and case history) and does the real technical work a resolution takes, like reviewing logs and traces and running diagnostics. That's why it holds up on complex cases where generic assistants give confident but often wrong answers. And because every resolution feeds the same platform, accuracy and deflection compound over time and your cost to serve falls as you scale.

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

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