Government & Public Sector
Intelligent Governance, Serving Citizens, Connecting the Future
InstaDesk provides a unified intelligent contact and collaboration platform for the public sector. Empowered by AI, we enable 7x24 accurate and efficient citizen services, optimize internal workflows, enhance government transparency and public satisfaction, and build a modern digital government image.
The Integrated Intelligent
Government Solution by InstaDesk
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Omni-channel Intelligent Citizen Service Center
Integrate all public touchpoints including phone, web, social media, and email for unified routing and queuing. AI agents provide 7x24 answers to common questions, seamlessly transferring complex issues to human agents, significantly improving First Contact Resolution (FCR) and citizen satisfaction. -
Intelligent Ticketing & Cross-department Collaboration Engine
Rule-based intelligent ticketing system automatically routes public requests to responsible departments or personnel. It supports cross-department collaboration, progress tracking, and knowledge sharing within tickets, visualizing and tracking business processes to accelerate internal operational efficiency. -
Government Data Insights & Analytics Platform
Integrates data from all service channels, presenting real-time dashboards on public inquiry hotspots, service quality metrics, and staff performance via intelligent analytical models. Provides precise, quantitative data support for service optimization, resource allocation, and policy formulation.
The Integrated Intelligent Government Solution by InstaDesk
Omni-channel Intelligent Citizen Service Center
Integrate all public touchpoints including phone, web, social media, and email for unified routing and queuing. AI agents provide 7x24 answers to common questions, seamlessly transferring complex issues to human agents, significantly improving First Contact Resolution (FCR) and citizen satisfaction.
Intelligent Ticketing & Cross-department Collaboration Engine
Rule-based intelligent ticketing system automatically routes public requests to responsible departments or personnel. It supports cross-department collaboration, progress tracking, and knowledge sharing within tickets, visualizing and tracking business processes to accelerate internal operational efficiency.
Government Data Insights & Analytics Platform
Integrates data from all service channels, presenting real-time dashboards on public inquiry hotspots, service quality metrics, and staff performance via intelligent analytical models. Provides precise, quantitative data support for service optimization, resource allocation, and policy formulation.
Empowering Diverse Government Scenarios
One-stop Policy Inquiry & Service Handling
Citizens initiate inquiries via government websites or official accounts, with AI providing initial answers. When handling services, the system automatically generates and routes tickets. Citizens can check progress in real-time, enjoying the convenience of "single-window acceptance, full online processing"
Emergency Response & Information Dissemination for Major Public Events
During natural disasters or public health events, InstaDesk enables rapid deployment of intelligent outbound calls and bulk messaging to send alerts and notifications to specific areas. Simultaneously, AI agents efficiently handle massive public inquiries, stabilizing public sentiment
Internal Efficient Collaboration & Knowledge Management
When handling cross-departmental affairs, civil servants from different departments can @ colleagues, share files, update statuses within the same ticket, and access a unified, updated policy knowledge base anytime, ensuring information accuracy and consistency, and enhancing collaborative decision-making efficiency
Customers
LLM Voice Bot Helps MWA Achieve Efficient Smart Water Service
- Instadesk LLM Voice bot
Average call wait time reduced from over 15 minutes to real-time response, significantly improving service accessibility.- Human agent misunderstanding errors reduced by 25%, markedly enhancing service accuracy.
- Achieved one-stop voice service, increasing work order processing efficiency by over 40% and effectively reducing operational costs.
Challenge
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Traditional manual agents respond slowly, with peak-hour connection rates below 40%, leading to poor citizen waiting experience.
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Multilingual and dialect-mixed inquiries cause frequent misunderstandings, with human agent error rates reaching 25%, impacting service accuracy.
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Outdated IVR system cannot handle complex dialogues, requiring manual cross-system work order processing, resulting in low efficiency.
Solutions
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Deployed LLM intelligent voice bot to achieve 24/7 automated response, eliminating wait times.
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Activated multilingual mixed-language speech recognition technology to accurately understand natural voice queries in Thai dialects and English.
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Integrated voice-driven work order system to enable voice-based bill inquiries and automated work order generation and routing.
