Case Study: AssetWorks cuts support costs 39% with Mosaic AI

AssetWorks cuts support costs 39% in 30 days with Mosaic AI

AssetWorks, a software company for asset management, faced a significant challenge with its technical support backlog. The institutional knowledge needed to resolve customer issues was vast but inaccessible, trapped across systems like Confluence, JIRA, and legacy documentation. This made ramping up new agents difficult and created internal bottlenecks, hiding a major knowledge problem inside their support queue.

Using the Mosaic AI platform, AssetWorks connected to its existing systems without data migration or custom development. Mosaic AI implemented an agent assist tool, which was quickly expanded to include self-service for customers, knowledge automation, and an automated bug triage pipeline. This multi-use case deployment drove a 39% reduction in support costs, with the initial solution going from signed contract to production impact in just 30 days.

AssetWorks