The Metropolitan Waterworks Authority of Thailand(MWA)serves about 20 million residents in Bangkok and surrounding areas.Its 1125 Hotline is the key channel for water fee inquiries,fault reports,and essential service information.To improve hotline efficiency and quality,MWA turned to Instadesk for an intelligent solution tailored to public service.
Efficient Citizen Service & Peak Resistance
Even with a dedicated hotline,MWA struggled to maintain quality during high-demand periods.Previously,only manual agents handled all inquiries–leading to bottlenecks,inconsistent service,and limited insight.Citizen information was not seamlessly integrated.
After collaborating with Instadesk,MWA deployed an intelligent voice bot processing no less than 40 concurrent calls,adapting seamlessly to fluctuating inbound patterns.The bot supports natural voice interaction,fast speech-to-text conversion,and accurate intent recognition–saving citizens from repeating issues while helping MWA capture real user demands.No more long wait times or inconsistent service.
Boost Service Value: Secure API&Real-Time Transactions
Traditional hotlines often function only as information channels,not problem-solving platforms.MWA‘s previous system could not directly process core requests.
Instadesk voice bot enabled secure API integration with MWA’s backend systems via standardized authentication and KYC verification.This allowed the bot to provide transactional services–water fee inquiry,outage area checks,repair progress tracking–transforming it from a simple information tool into a fully functional business processing platform.Escalation to human agents dropped significantly,allowing staff to focus on complex or urgent cases while citizens enjoyed faster service closure.
Seamless Human-Machine Collaboration&Compliance
MWA needed a balance between automation and human oversight,meeting strict regulatory standards.Instadesk designed flexible call transfer rules:complex,urgent,or robot-unresolvable issues are automatically routed to human agents,ensuring end-to-end service continuity.
The platform also established a full recording and traceability mechanism compliant with Thailand‘s PDPA,plus an operations dashboard and citizen satisfaction survey function.This human-machine collaborative model allows MWA to maintain regulatory compliance,achieve refined operational management,and gain deeper insight into citizen experiences–all within one unified system.
MWA Service Outcomes
With Instadesk’s solution,MWA established a sustainable human-machine collaborative service model,achieving remarkable improvements in service efficiency,operational costs,and citizen experience.A quantitative KPI evaluation system tracks self-service resolution rate,intent recognition accuracy,and more–clearly demonstrating the value of intelligent automation in public service.
Instadesk voice bot now serves as a replicable and scalable example for AI implementation in the global public service sector,showcasing how technology enhances accessibility,efficiency,and trust in essential services.
