Mimecast cybersecurity support routing agent

What was done

Mimecast replaced a complex Salesforce Service Cloud setup with Zendesk and began using Zendesk AI agents to reduce repetitive support work. The agents capture customer intent, route cases to the right engineers, and help turn videos or screenshots into clear problem statements for faster troubleshooting. Early beta testing showed up to 70% deflection in some product categories, with Mimecast expecting 20% to 30% automation as the program expands.

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