Working in collaboration with International Network System (ITNS), Instadesk provides AI voice automation that enables 24/7 citizen access, supports high call volumes, and delivers real-time service inquiries for one of Thailand’s most critical public utilities.
MWA is a state-owned enterprise responsible for water supply and customer services across Bangkok and surrounding metropolitan areas. Its 1125 hotline serves as a primary channel for billing inquiries, outage information, repair tracking, and service requests.
Like many public service organizations, MWA faces unpredictable call spikes, peak-hour congestion, and increasing demand for continuous availability—making it difficult to rely solely on traditional, agent-based contact center models.
To address these challenges, MWA deployed Instadesk as an AI-powered voice automation layer within its contact center operations.
Instadesk functions as a frontline virtual agent, handling inbound calls through natural voice interaction, structured knowledge-based responses, and secure API integrations that enable transactional services such as water bill inquiries and service status checks.
The solution was initially deployed in MWA’s cloud environment and later seamlessly adapted to an on-premise Cisco CUCM telephony system—ensuring uninterrupted service during infrastructure transition while preserving prior technology investments.
Instadesk is designed to support high concurrent call volumes and provides real-time operational dashboards, call reporting, and built-in customer satisfaction surveys to support ongoing service optimization.
With Instadesk in operation, MWA has strengthened service continuity, reduced pressure on live agents, and improved visibility into call center performance—while maintaining compliance with public-sector data protection and operational governance requirements.
The deployment demonstrates how AI can be operationalized responsibly to support large-scale public service environments under real-world conditions.
“This project shows that AI voice automation can deliver real value when designed for production environments, not just demonstrations,” said a representative from Instadesk.
“By integrating seamlessly with existing infrastructure, Instadesk enables public service organizations to scale support while maintaining reliability and accountability.”
ITNS supported the overall system integration and deployment, working closely with MWA to ensure a smooth rollout aligned with public service requirements.
