Case Study: CAI achieves 8+ minutes of agent time savings and faster incident management with Talkdesk

Leveraging Automation to Reimagine the Service Desk and Provide a Premier Customer Experience

CAI, a global business and technical professional services firm supporting 300 agents and more than 500,000 end users across the globe, faced a legacy service-desk platform that couldn’t scale, lacked APIs and R&D, and threatened continuity and modern customer expectations for fast, 24/7 resolution. With customers demanding seamless omnichannel experiences and proactive service, CAI needed a modern, secure contact center that could accelerate automation and improve first-contact outcomes.

CAI selected Talkdesk for its low-code flexibility, strong R&D, responsive support and security, and used Talkdesk Professional Services to migrate quickly — recovering three-quarters of operations in under three hours during an unexpected legacy outage. By deploying Workforce Management, Customer Experience Analytics and Talkdesk Copilot (GPT-powered call summaries and agent assistance), CAI sped incident management, gained proactive intent alerts, improved omnichannel handoffs, and saved agents more than 8 minutes per call on after-call work, delivering a markedly better customer experience.

CAI

Thomas Grosso

Executive Director, Service Desk