Metropolitan Waterworks Authority (Thailand) Modernizing the 1125 Public Service Hotline with Instadesk AI Voice Automation

Customer Profile

Metropolitan Waterworks Authority (MWA) is a Thai state enterprise under the Ministry of Interior responsible for the production, distribution, and customer services of potable water for Bangkok and neighboring provinces. The 1125 hotline is a critical public service channel for billing inquiries, outage information, repair tracking, and service requests.

Customer Pain Points

Challenge：Scaling Public Service Without Compromising Reliability
MWA’s contact center needed to handle unpredictable call spikes, maintain 24/7 availability, and deliver consistent service quality—while operating under strict public-sector requirements for reliability, data protection, and service continuity. A traditional, agent-only model could not scale efficiently during peak demand or emergency situations.

Solution

Solution：Instadesk AI Voice Bot for Public Service at Scale
In partnership with ITNS, MWA deployed Instadesk as an AI-powered voice bot for its 1125 hotline.

Instadesk serves as a frontline virtual agent, handling high-volume inbound calls with natural voice interaction, structured knowledge-based responses, and secure real-time API integrations for transactional services such as bill inquiries, outage checks, and repair status tracking.

The solution was first deployed in MWA’s cloud environment and later seamlessly adapted to an on-premise Cisco CUCM telephony infrastructure—ensuring uninterrupted service and protecting existing investments.

Project Value

Results：A Resilient, Scalable Public Service Model
- 24/7 automated frontline support for citizens
- 40+ concurrent calls supported, ensuring stability during peak demand
- Reduced pressure on live agents while maintaining service continuity
- Secure, PDPA-aligned call recording and traceability
- Real-time dashboards and exportable reports for operational visibility
- Built-in satisfaction surveys and continuous optimization through learning loops
By operationalizing AI in a real public service environment, MWA established a scalable human–AI service model that improves efficiency, resilience, and citizen experience.

Table of Contents

Customer Pain Points
Solution
Project Value