How CAI improved the service desk for 500,000 end users with AI
Learn how CAI serves 500,000 customers with 300 agents by using AI
06/09/2025
In the midst of rising customer expectations, AI-powered technologies are emerging as the most impactful CX trend in 2025, according to CX Network research. But how do you successfully implement these tools at scale?
Watch this fireside chat with Thomas Grosso, Executive Director of Service Desk at CAI, as he shares how his team reengineered their support operations to serve over 500,000 end users worldwide with just 300 agents.
This session explores CAI’s journey of transforming its global service desk through strategic use of AI and automation. Discover how they enhanced service delivery, optimized efficiency, and elevated the user experience across a massive customer base.
Watch to learn:
- How CAI redesigned its service desk model to support half a million users with a lean, AI-enabled team
- Actionable strategies for scaling service operations without compromising quality
- Lessons in aligning AI investments with real-world customer needs and measurable business outcomes
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