Automatically close the knowledge gaps driving repeat cases

No. Mosaic AI drafts, and your experts decide. Every article goes to a reviewer who can verify the sources, edit the content, approve it, keep it internal, or archive it, so nothing reaches customers without approval. Before drafting an article, Mosaic AI evaluates the supporting evidence and confidence of the underlying cases. Only high-confidence opportunities are drafted for review, and every draft includes citations so reviewers can quickly verify the content. You also control which systems Mosaic is allowed to draft from in the first place.

Mosaic AI analyzes the cases your team resolves and clusters them into recurring topics. When the same issue keeps generating cases but no article covers it, or an existing article isn’t preventing those cases, that’s a knowledge gap. Mosaic ranks those gaps by the amount of case volume closing them could eliminate, so your team knows exactly what to document next.

It comes from your own resolutions, and can be segmented by product line. Mosaic AI drafts from work your team already did, including resolved cases, Slack threads, developer docs, and existing documentation, and cites its sources in every draft. It isn't generating answers from the internet or a generic knowledge base, which is why the output holds up in a technical, multi-product environment where cases often require a unique outcome.

Confluence's AI helps you write and organize the content you already have. It doesn't analyze your case queue to tell you what's missing. Zendesk has added its own gap-detection and ticket-to-article drafting, but it stays inside Zendesk. Mosaic AI runs on the same platform as Self-Service and Assist, so every article it publishes immediately starts deflecting cases and assisting reps, and every new case feeds back into what Mosaic drafts next. That compounding loop, not gap detection alone, is what a single add-on can't reproduce.

Most teams see repeat cases begin to decline within their first quarter as knowledge gaps are closed and Self-Service resolves questions that previously became tickets. Over time, support teams spend less effort answering the same issues, while customers find more accurate answers without creating a case.

Yes. Mosaic AI works with the ticketing systems you already use, including Salesforce and Zendesk. It drafts knowledge from the places your team already works Slack, Teams, Confluence, Jira, and your case history and then publishes articles back into the knowledge base you already manage.