Build, buy or both?

How technical support teams are building with AI

Most technical support leaders are deciding whether to build their own AI or buy it. The teams furthest along use both. In this 30-minute conversation, support leaders who have built their own tools share what held up, where it got hard, and what they chose to bring in a partner for.

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Free, live and 30 minutes long. Everyone who registers gets the recording, so sign up even if the time doesn’t suit you.

About the session

What you'll take away

Support teams are prototyping with general-purpose AI to triage cases, check knowledge against the product and spot emerging issues. Many of those experiments work well. The harder test comes when a prototype has to serve everyone on the team, stay grounded in your own data as the product changes, and give answers reliable enough to act on.

Lee's team at PrismHR prototypes in-house, then scales what works with Mosaic. [Panelist name]'s team at [Company] is weighing that decision right now. You'll hear how each of them draws the line between building and partnering, and how they explain it to leadership.

What you'll take away

Where homegrown AI tools shine, and where they get harder to maintain

What changes when a prototype has to work for the whole team

How to decide what to build yourself and what to bring in a partner for

What to tell leadership when they ask, “Can’t we just build this ourselves?”

About the session

Build, buy or both?

How technical support teams are building with AI

Save your seat

What you'll take away

What you'll take away

Who you'll hear from

See Mosaic work on your hardest cases