Case Study: Rapid7 boosts frontline support efficiency with Mosaic AI

How Rapid7 Uses Mosaic AI Across Its Frontline Teams

Rapid7, a global cybersecurity company, faced challenges in scaling its customer support operations to handle high volumes of complex tickets while maintaining efficiency and a 95% CSAT goal. These pressures, which also extended to their customer success and sales engineering teams, prompted them to seek a solution with vendor Mosaic AI and its AI-powered platform.

Mosaic AI integrated its technology across Rapid7's core systems, embedding an AI Assistant into frontline workflows and enforcing an "Ask AI first" policy. The solution resulted in a 30% faster ticket handling time and a 35% increase in agent capacity. After successfully deploying within its Support team, Rapid7 expanded Mosaic AI companywide, achieving a 95% CSAT and creating a more unified customer experience.

Rapid7

Mike Gibson

Senior Vice President, Customer Success