Case Study: Campai achieves 45% AI-assisted ticket handling with Thread

Campai automates 45% of service desk tickets with Thread

Campai, an 18-person managed services provider based in the Netherlands, faced a challenge common to many MSPs: their service desk was overwhelmed by repetitive, manual ticket handling. They needed an AI solution that could automate multi-system workflows, operate in Dutch, and maintain their brand's friendly, human-sounding customer experience rather than using an off-the-shelf bot. They turned to Thread to address this core problem.

Thread provided an AI service desk layer that integrated with Autotask and Microsoft Teams. Campai used Thread's programmable intents to build automated workflows, such as one for travel geo-block approvals that handles the entire process from request to resolution. This implementation resulted in 45% of tickets receiving AI-assisted handling, saving over 2,160 hours of technician time and delivering a 2.45x ROI for Campai.

Campai