AI‑Powered Customer Service Transformation for a Singapore Logistics Provider

Pain Points

Lack of reporting & statistics – The old system could not generate meaningful service data
No support for business analysis – Management had no visibility into performance or trends
No intelligent call distribution – Without data analysis, service quality improvement was impossible

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Powered by Instadesk

AI Chatbot for intelligent routing – Instadesk Chatbot automatically distributes customer inquiries to the right agent based on skill, language, or workload
Online customer service (omnichannel) – Instadesk Omnichannel Platform fully integrates all channels (web chat, email, social) and tracks progress in real time
Ticketing system for bargaining data – Instadesk Smart Ticket collects and structures bargaining data, enabling freight pricing analysis for more competitive rates
Online translation tool – Instadesk Agent Assistant with built‑in translation improves agent service quality and reduces the need to hire bilingual staff

Efficiency Gains by Product

AI Chatbot

Routes inquiries to the right agent, boosts satisfaction by 30%

Omnichannel Platform

Unified progress tracking across all channels

Smart Ticket

Captures bargaining data → 15% better freight rates

Agent Assistant (Translation)

Real‑time translation, cuts bilingual hiring cost by 25%

Business Results

+30%

Satisfaction

+15% (via ticket data)

Freight rates

‑25%

Labor cost

from nothing to everything

Full reporting & analysis

Before vs. After

Metric

Reporting & statistics

Call / inquiry distribution

Data analysis for service quality

Customer satisfaction

Freight rate competitiveness

Bilingual labor cost

After Instadesk

Full data for business analysis
AI Chatbot assigns to right agent
Fully supported
0.3
+15% (via ticketing data)
75% (‑25% with translation)

Before

Lacking

None (manual)

Not supported

Baseline

100%

Instadesk gave us the analytics and intelligent routing our old system never had. Now we track everything, route inquiries accurately, and even use ticket data to improve pricing. Our customer satisfaction is up 30% and bilingual hiring costs are down 25%.

— Operations Director

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