Customer expectations have changed; they are more demanding than ever with a low tolerance for poor experiences and slow or ineffective resolution. At the same time, customers value positive experiences and pay it back with loyalty – at least to some extent. Part of it has to do with an erosion of customer experience quality over time, but there’s also an understanding that the technology exists to create positive interactions and, as a result, a belief that many CX issues simply shouldn’t exist.
For businesses, it means that CX has to be top of mind, with an eye towards improvement and innovation that will deliver seamless, personalized, and efficient interactions across every channel and driving positive resolution.
Traditional, rigid CX systems, often reliant on static scripts and limited automation, are struggling to keep pace, leading to customer frustration, increased operational costs, and missed opportunities for building lasting relationships. This pressing demand for better, more intuitive engagement is precisely why AI is not just improving CX, but transforming it. AI’s ability to understand natural language, process vast amounts of data, learn from interactions, and proactively anticipate needs is enabling a level of personalized and efficient customer service that was previously unimaginable.
Against this backdrop of necessity and technological promise, Mosaicx, part of WestCX within the West Technology Group portfolio, launched the next evolution of its flagship intelligent virtual agent solution, Engage. This next-gen AI-native platform represents a transformational leap in customer engagement, built on Mosaicx’s 30 years of CX experience.
Unlike legacy solutions that have been retrofitted with AI capabilities, Engage was built from the ground up on an AI-native foundation – a fundamental difference that allows Mosaicx to embed intelligence at every layer of the platform. That, in turn, creates the ability to proactively anticipate and resolve customer needs by unifying data and context across interactions, ensuring natural, personalized conversations across every channel Mosaicx supports, including voice, SMS, email, and web chat. It replaces rigid, intent-based workflows with seamless, adaptive interactions, offering a frictionless experience.
“Engage goes beyond static automation, creating personalized customer experiences and reducing friction in the support journey,” said Alpa Shah, global vice president, CX Practice at Frost & Sullivan.” “The deep integration of generative AI and intelligent automation throughout the platform reinforces Mosaicx as a true innovator in AI-powered enterprise customer engagement.”
The platform's AI-native architecture is specifically engineered to deliver significant benefits for enterprises, promising faster time to value and substantial reductions in operational costs through intelligent containment of routine inquiries. Mosaicx claims it has the potential for up to 90% containment for routine inquiries and a 35% reduction in overall support costs.
By automating high-impact interactions, Engage also boosts agent productivity by freeing them from monotonous tasks, lowering the TCO for CX solutions. By delivering more human and empathetic interactions through personalized self-service – a clear mandate from today’s customers – Mosaicx hopes to drive increases in customer satisfaction and believes it can deliver a 10% boost to customer retention.
“We built this platform from the ground up to combine the power of LLMs and agentic AI with the insights we’ve gained from years of deployments, allowing businesses to achieve high ROI from their CX investments.”
Edited by
Erik Linask
