A Thai automotive parts manufacturer with distributors in Thailand,Indonesia,Malaysia,and Vietnam deployed Instadesk’s multilingual call center.The system automatically detected the caller’s language(Thai,Bahasa Indonesia,Malay,or English)and routed calls to the appropriate voicebot or agent.Results after six months:distributor satisfaction increased by fifty percent,call resolution time dropped by forty percent,and the manufacturer expanded to two new countries without hiring additional agents.
Customer Background and Pain Points
The manufacturer supplied engine components to distributors across Southeast Asia.Its call center received five thousand calls monthly from distributors asking about order status,part availability,pricing,and delivery schedules.Agents spoke only Thai and some English.Distributors in Indonesia,Malaysia,and Vietnam struggled with language barriers,leading to miscommunication and delays.The manufacturer needed a multilingual system that could handle four languages without quadrupling its support team.
The Solution: Multilingual Call Center with Automatic Language Detection
The manufacturer deployed Instadesk’s cloud call center with AI voicebots for each language.Key features included:
•Automatic language detection based on caller ID or first spoken words.
•Voicebots in Thai,Bahasa Indonesia,Malay,and English with pre-trained manufacturing terminology.
•Integration with ERP for real-time order and inventory data.
•Seamless escalation to human agents for complex issues,with translation assistance.
Implementation and Results
Deployment took three weeks.After six months:
•Distributor satisfaction increased from sixty-five percent to ninety percent.
•Call resolution time dropped from eight minutes to five minutes(forty percent reduction).
•Automation rate reached sixty percent for routine inquiries(order status,part availability).
•The manufacturer added distributors in Vietnam without hiring additional agents.
Key Lessons for Manufacturers
•Automatic language detection eliminates the need for separate phone numbers per country.
•Voicebots can handle routine inquiries in multiple languages,freeing agents for complex issues.
•Integration with ERP is essential for real-time order and inventory answers.
How Instadesk Delivers Multilingual Call Centers
Instadesk’s platform supports automatic language detection for thirty-plus languages.Pre-trained industry NLU includes manufacturing terminology.The platform integrates with ERP systems via prebuilt connectors.Pay-as-you-go pricing scales with call volume.
Conclusion
For Thai automotive manufacturers,a multilingual call center dramatically improves distributor support and enables expansion.Instadesk offers a complete solution.Start with a free trial.
