Unified channel service experience
Customers reach out via web, phone, or social media.OmniConnect merges all history into a single view, enabling continuous, consistent service across every touchpoint.
Telecommunications
Reimagining Telecom & Tech Service Experience
Instadesk delivers AI-powered omnichannel engagement solutions for global telecom and tech companies. Through smart automation and real-time analytics, we help you cut costs, boost satisfaction, and accelerate digital growth.
24/7AI service coverage
20+Channels unified
100%Conversation QA
OmniConnect
ChatBot
VoiceBot
Smart Routing
Quality Inspection
Unified Customer TimelineLive intent detected
Network is unstable after my plan upgrade. I already reported it in WhatsApp.
Matched previous case, billing plan, and network status. Routing to retention specialist.
Can you also explain the roaming package for Thailand?
92%Intent confidence
HighChurn risk
ThaiVoice support
60%Less routine work through text and voice automation.
From scattered channels to one AI-powered workspace
Pain Point
Fragmented multi-channel experience
Customers repeat themselves across phone, web chat, social media, and mobile app. No shared context leads to frustration and churn.
Solution
OmniConnect — Unified Service Hub
Integrates all channels into one platform. Agents get a 360° customer view and full conversation history. Smart routing and ticket management ensure seamless, consistent service.
Pain Point
Inefficient manual support
High-volume routine questions (billing, network status, plan changes) overload agents. Response times lag, costs rise, and technical experts are buried in basic tickets.
Solution
ChatBot + VoiceBot — Intelligent Automation
AI text chatbot resolves common issues instantly. VoiceBot handles natural language calls 24/7. Routine tasks automated; complex cases escalate to humans.
Pain Point
Lack of real-time customer insight
Without live behavior and intent analysis, telcos miss churn signals and upsell opportunities. Retention suffers, and cross-sell revenue is left on the table.
Solution
AI Analytics & Smart Routing
Real-time sentiment and intent detection surfaces churn risks and upsell cues. Automatically routes at-risk customers to retention specialists and high-value leads to sales.
What You Can Achieve With Instadesk
Instant text-based issue resolution
Customers reach out via web, phone, or social media. TextBot uses natural language understanding to provide instant answers - boosting first-contact resolution rates.
Multilingual voice self-service
International customers can check plans or report issues via phone. Instadesk VoiceBot supports real-time interaction in English, Bahasa Indonesia, Bahasa Malaysia, Thai, and Vietnamese — and escalates complex cases to human experts.
Real-time quality inspection & coaching
AI monitors 100% of conversations, flags compliance issues and service violations, and generates personalized coaching tips to continuously improve agent performance.
Smart ticketing & intelligent routing
Automatically converts inquiries into tickets, classifies intent and urgency, and routes to the best-fit agent so nothing gets lost.
Customer Story
AI-Driven Omnichannel Support Helps a Southeast Asian Telecom Operator Cut Churn by 25%
Challenge
- Fragmented service across call center, web chat, and social media causing high customer effort
- Manual handling of 70% routine inquiries overwhelming agents
- No real-time insight to detect churn or upsell signals
Solutions
- Deployed Instadesk OmniConnect to unify all channels with 360° customer view
- Implemented AI ChatBot + VoiceBot to automate 65% of routine inquiries
- Enabled real-time sentiment analysis to trigger proactive retention workflows
- Added multilingual support for Indonesia, Malaysia, Thailand, Philippines
+0%First-contact resolution
-0%Average handle time
-0%Operational costs
+0%Customer satisfaction (CSAT)
-0%Churn rate
