CAI, a global technology services firm, today announced its partnership with Moveworks, the leading conversational artificial intelligence (AI) platform for the enterprise. By leveraging large language models (LLM) and machine learning, the partners will provide deep assessments and deliver an industry-leading system integration for next generation service desk that enhances customer and employee experiences.
“By 2026, conversational AI deployments within contact centers will reduce agent labor costs by $80 billion, according to Gartner, Inc.” 1 With the use of virtual agents, simple tasks can be resolved within seconds—password resets, VPN connection issues, software orders, payroll updates, vacation balances, expense report statuses and many more common requests received by employee support functions. This process reduces the need for both customer and employee support tickets while simultaneously improving experiences and affording more time for service desk analysts and business professionals to focus on more complex requests.
CAI’s Service Desk supports over 500,000 end users globally with a 96% client satisfaction rate. With Moveworks’ average of seven seconds to resolve common support issues, CAI will help organizations utilize the power of LLMs and conversational AI on their existing communication platforms. Organizations benefiting from the partnership will experience a reduction in issue resolution time, increased end-user satisfaction, higher productivity, cost savings and better experiences for their customers and employees.
“Conversational AI is rapidly evolving and modernizing service desks to further enhance the customer experience,” said Matthew Peters, chief technology officer at CAI. “Now is the time to invest in this technology that will enable better outcomes for our clients and their organizations. We are proud to partner with Moveworks to deliver innovative solutions to increase productivity by reducing downtime through faster resolution of support issues.”
“Today, people expect immediate resolution of their challenges,” said Varun Singh, co-founder and president at Moveworks. “The combination of CAI’s leadership in service desk offerings and Moveworks’ leadership in conversational AI allows us to meet and exceed those expectations. By infusing conversational AI into CAI’s Service Desk offerings, joint customers experience significant efficiency gains and an overall improved user experience.”
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