Case Study: monday.com reduces ticket handling time with Mosaic AI

How monday.com Uses Mosaic AI for Customer Support

monday.com, a company that provides a low-code/no-code Work OS platform, sought to improve the efficiency of its global support teams. Their challenge was to reduce ticket handling times and improve internal knowledge sharing without a lengthy implementation process. They partnered with vendor Mosaic AI to integrate a generative AI solution directly into their existing workflows.

Mosaic AI provided a central knowledge hub accessible via a Chrome extension, which support agents used to find information quickly. This solution led to a 13.5% reduction in ticket handling time for its most active users. Mosaic AI also helped monday.com identify knowledge gaps for training, reduce external ticket submissions, and cut internal Slack questions by 32.7%, resulting in significant gains in agent productivity and customer satisfaction.

monday.com

Kim Landau

Customer Success Group Manager & Strategy Lead