ALLENTOWN, Pa., Nov. 06, 2025 (GLOBE NEWSWIRE) — CAI, a global services firm, announced today that CAI’s Service Desk will deliver AI-powered IT ticketing support for the Texas Department of Transportation (TxDOT).
Powered by Talkdesk® Customer Experience Automation™ (CXA), CAI’s Service Desk will utilize AI tools to quickly resolve the most common requests, freeing human agents to address more complex issues that require a personal touch. In addition to reducing wait times, Talkdesk CXA will enable real-time analytics that provide visibility into service patterns, behavioral trends, and operational efficiency.
CAI is also facilitating the use of ServiceNow Major Incident Management (MIM) to quickly escalate and manage business-critical incidents such as cybersecurity threats, fraud reporting, and web accessibility. CAI will manage and lead the MIM team to offer 24/7 Priority 1 and Priority 2 incident support to avoid major service disruptions.
“It’s an honor to be part of TxDOT’s digital transformation journey,” said Michael Brion, vice president, Public Sector at CAI. “Their appetite for incorporating technology to benefit their employees and ultimately state residents makes our work rewarding. TxDOT is a strong thought partner, working with us to deliver the most creative and innovative solution possible.”
For more information, visit https://www.cai.io/industries/transportation-and-tolling
About CAI
CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what’s right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.
About TxDOT
TxDOT is a vital governmental agency responsible for the planning, design, construction, maintenance, and operation of Texas’ vast transportation network, which encompasses highways, aviation, public transportation, and rail systems. By developing comprehensive statewide transportation plans and awarding contracts for highway improvements, TxDOT plays a crucial role in ensuring safe and efficient travel across the state. TxDOT’s website
About Talkdesk
Trusted by global brands and recognized for continuous innovation, Talkdesk empowers organizations to grow revenue, reduce costs, and transform service delivery through coordinated, AI-driven automation. Companies that love their customers use Talkdesk.
Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.
About ServiceNow
ServiceNow, the ServiceNow logo, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries.
Contact:
Madison Oler
Sr. PR & Communications Specialist
CAI
Madison.oler@cai.io
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