24/7 Intelligent Self-Service
Customers inquire about equipment operation, parameter settings, or fault codes via text or chat. AI provides instant, accurate answers without waiting for human agents. Reduces after-sales support costs and downtime.
Manufacturing & Industrial
Smart Contact Center — Empowering Manufacturing Digital Transformation
An AI and LLM-powered intelligent engagement platform that automates customer support from inquiry to after-sales. Improve response speed, reduce costs, and keep production lines running.
From scattered channels to one AI-powered workspace
Pain Point
Slow response affects satisfaction
Long wait times, especially during equipment failures, cause production losses.
Solution
24/7 Intelligent Self-Service
AI handles common inquiries (operation, parameters, fault codes) instantly. No waiting.
Pain Point
High technical expertise required
Routine agents lack deep product knowledge to solve complex issues efficiently.
Solution
Expert Knowledge Base
Integrates technical docs and expert experience. Real-time knowledge support for agents, improving first-call resolution.
Pain Point
Complex after-sales processes
Repair requests, parts ordering, and service dispatch involve multiple departments with no unified platform.
Solution
End-to-End Work Order Automation
Auto-creates work orders from customer requests. Intelligently dispatches to the nearest technician team.
What You Can Achieve With Instadesk
Expert Knowledge-Assisted Diagnosis
For complex technical issues, agents can quickly retrieve structured solutions from the expert knowledge base. Supports collaboration with remote experts when needed. Improves problem resolution accuracy and speed.
End-to-End Work Order Automation
Automatically creates work orders from repair requests. Intelligently routes to the nearest available technician team based on location and skill set. Ensures timely repairs and closed-loop follow-up.
Omnichannel Unified Workspace
Integrates 20+ global service channels (social media, local platforms, email, phone) into a single workspace. Real-time translation engine supports 15+ languages. Agents work efficiently without platform switching.
Customer Success Story
Omnichannel Integration & Intelligent Upgrade Delivers Leap in Global Service Efficiency for a Manufacturing Leader
Challenge
- Fragmented channel management – over 20 overseas service channels required separate maintenance, leading to dispersed resources and inefficiency
- High multilingual service cost – covering 10+ major languages demanded a large, expensive multilingual team
- Response delays hurting satisfaction – inquiries scattered across channels, low routing efficiency, delayed responses
Solutions
- Deployed unified omnichannel access platform integrating 20+ channels into one workspace – eliminated platform switching
- Connected OMS and other systems via API – automatic retrieval of customer information during service handling
- Applied real-time translation engine to reduce language barriers, plus intelligent ticket routing to improve first-response and resolution efficiency
15+Languages Supported
2xAgent efficiency
↓50%First-Response Time
↑30%CSAT
