Surface the recurring issues driving support demand

Every support interaction contains signals about what’s driving support demand. Mosaic Intelligence uncovers the recurring product issues, customer risks, and operational trends that matter most, then delivers those insights to the teams that can act.

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Know what’s driving support demand

Manual tagging breaks down as support volume grows. Mosaic Intelligence automatically identifies the product, issue, sentiment, and root cause behind every case, revealing the patterns that matter.

Recurring issue & root cause detection

Intelligence continuously analyzes your support interactions to uncover the recurring issues driving support volume, the accounts showing signs of risk, and the product friction behind them. No manual tagging or BI requests required.

Deliver insights where work happens

The moment Intelligence identifies a churn signal, escalation risk, or recurring issue, it delivers the insight to the teams that can act through Slack, Teams, email, and the tools they already use.

Power better resolutions

Every support interaction Intelligence analyzes becomes shared context across the Mosaic platform, helping AI agents and support reps resolve future cases faster and more accurately.

Ask your case data in plain language

Instead of waiting on a dashboard or BI request, ask “What changed this week?” or “Which accounts are trending negatively?” and get the answer, the cases behind it, and a recommended next step.

Turn support data into a strategic advantage

Every support interaction contains valuable signals. Mosaic Intelligence uncovers them and turns them into actions that improve products, protect customers, and reduce support demand.

Automated, proactive alerts

Agentic alerts detect negative sentiment, escalation risk, urgent patterns, and high-value customer issues in real time—helping teams intervene earlier and prevent surprises and route each one to the team that can act.

Centralized, AI-enriched case data

Every incoming and historical case is structured in the Customer Context Model. Sentiment, category, summaries, product signals, and custom fields so analysis runs on one complete, trusted dataset instead of scattered tickets.

Instant understanding of trends and themes

AI identifies recurring issues, product friction, underperforming agents, accounts at risk, and top customer pain points, without relying on manual tagging or BI teams.

Actionable insights on demand

Conversational Insights let leaders ask natural-language questions like “What changed this week?” or “Which accounts are trending negatively?”—and instantly get answers, summaries, and recommended actions.

Built for the way technical support teams actually work

Technical support sits at the intersection of customers, products, and engineering. Intelligence turns every support interaction into evidence the rest of the business can act on, helping teams align around the issues that matter most.

Frequently Asked Questions

How does Mosaic Intelligence identify customer risks and product issues?

Mosaic Intelligence continuously analyzes support interactions for changes in customer sentiment, escalation patterns, recurring issues, and other support signals. It identifies the product issues driving support demand and the accounts showing signs of risk, then gives your team the context behind each trend so they can take action.

What can I learn from my support interactions?

Ask questions like “What changed this week?”, “Which products are generating the most support demand?”, or “Which accounts need attention?” Mosaic Intelligence uncovers recurring product issues, customer risks, operational trends, and coaching opportunities without relying on manual reporting or ticket reviews.

Does Mosaic Intelligence work with my current tools?

Yes. Mosaic connects to your existing support ecosystem, including platforms like Salesforce, Zendesk, Slack, Teams, Jira, and more than 100 other systems. There’s no data migration or rip-and-replace required.

What’s the difference between alerts and insights?

Alerts proactively notify your team when Intelligence detects a recurring issue, customer risk, or operational trend that needs attention. Conversational Insights let you explore your support data in plain language whenever you want to investigate further.

How is this different from a BI dashboard or manual tagging?

Dashboards tell you what happened after someone builds the report. Manual tagging depends on busy support teams applying labels consistently. Mosaic Intelligence analyzes every support interaction automatically, uncovers recurring patterns on its own, and delivers insights to the teams that can act, so you’re not waiting for reports or relying on manual processes.