Case Study: Cynet achieves 50% faster resolution and a 14-point CSAT lift with Mosaic AI

How Cynet Uses Mosaic AI to Cut Resolution Time in Half

Cynet's global customer support team faced a significant scaling challenge. Their support representatives were heavily reliant on senior engineers to answer repetitive questions, which caused constant interruptions, long resolution times, and a reactive support environment. To address these issues, they turned to their existing vendor, Mosaic AI, seeking to better leverage its AI platform to empower their frontline agents and improve workflow efficiency.

By implementing Mosaic AI more deeply, Cynet created custom AI agents for tasks like case summarization and quality audits, embedding the platform into daily operations. The solution from Mosaic AI delivered substantial results: resolution times were cut in half, 47% of tickets were resolved at Tier 1 without escalation, and customer satisfaction scores increased by 14 points. This efficiency also saved the team an average of 25 hours per week, allowing them to focus on more complex work.

Cynet

Adi Boxer

Director, Global Customer Support