Leveraging automation to reimagine the service desk and provide a premier customer experience.
drop in service disruptions for a key client.
increase in customer satisfaction scores.
shorter wait times through AI-powered chatbots.
Transforming global service delivery with intelligent, AI-driven support.
CAI is a global business and technical professional services firm with more than 9,000 associates worldwide and over 40 years of experience uniting talent and technology to power what’s possible for clients, colleagues, and communities. CAI serves public sector clients as well as commercial organizations across North and South America, Asia Pacific, and EMEA.
As one of the larger systems integrators, CAI operates a sophisticated service desk supporting over 500,000 end users globally.
"Our roadmap focuses on leveraging AI for complex scenarios while our team handles consultation and relationship building. The platform’s innovation cycle means our service experience keeps evolving, and our clients know future enhancements will keep delivering better experiences."
Thomas Grosso Executive Director, Service Desk at CAI
CAI redefines what’s possible with a smarter, AI-powered service desk.
By adopting Talkdesk CXA, CAI has built an intelligent service ecosystem where tools work together rather than as standalone features. Customer Experience Analytics monitors every interaction for intent patterns and sentiment shifts, automatically alerting the incident management team when unusual volumes arise. Talkdesk Copilot™ turns every call into a learning opportunity by analyzing successful resolution patterns and sharing knowledge across the team.
Seamless integration ensures context follows customers as they move between self-service and live agents, creating a continuous conversation rather than fragmented interactions. Together, these capabilities enable CAI to shift from reactive problem-solving to predictive issue prevention, redefining what customer support means in their industry.
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