CelcomDigi unveils in-house AI tools for operational efficiency
CelcomDigi has introduced a series of artificial intelligence-powered solutions developed through its Innovation Centre, targeting operational improvement and enhanced customer service.
The AI tools, all created by CelcomDigi's in-house digital team, have been tested internally and are now being configured for deployment under an AI-as-a-Service (AIaaS) model aimed at small and medium enterprises. This approach is intended to allow these businesses to access AI-driven enhancements without significant upfront investment.
In-house development
Among the solutions unveiled are several automation and productivity tools. These include a digital assistant tasked with streamlining routine processes, a business case generator that produces data-based proposals complete with return-on-investment analysis, and an instant scope of work assistant that provides structured content for contracts. Additionally, an AI-powered system designed to manage customer queries aims to reduce handling times and increase satisfaction within contact centre environments. Another prototype, the AI Mirror, is designed to support employee engagement and collaboration, strengthening workplace culture across teams while maintaining human-centric values.
All of the solutions were built entirely by CelcomDigi personnel, and have already been put to use internally to drive operational efficiencies, according to company representatives.
AI for SMEs
"These solutions reflect the practical problem-solving our teams are achieving with AI. Built entirely in-house, we are seeing improvements in delivering operational efficiencies for us. While we continue refining them internally and integrating AI first into every layer of our operations and connected experiences, we are now exploring how some can be adapted into accessible AIaaS offerings, particularly for SMEs, so they can tap into AI without heavy capital investment. It also demonstrates the depth of our digital talent, which is central to our ambition of evolving into a telco-tech company."
The AI suite is presented as part of CelcomDigi's ongoing organisational transformation towards becoming an AI-driven enterprise. The company reports that this shift is supported by investments in skills development, cross-team collaboration projects, and fostering a workplace environment open to experimentation.
Showcasing additional technology
During a recent industry event, CelcomDigi's AI Experience Centre (AiX) also displayed further applications of its 5G and AI expertise. Highlights included HoloMedicine for mixed-reality surgical planning, telemedicine platforms intended to extend specialist healthcare to rural communities, and what the company describes as Malaysia's first 5G AI-enabled logistics automation system.
CelcomDigi states that its exploration of AI services is part of a broader strategy to align digital transformation goals across the industry and to provide cost-effective, scalable solutions to a wider business audience.
The release and adaptation of these AI solutions come against a backdrop of growing digitalisation across the telecommunications sector, as companies seek to use technology to drive efficiency, improve customer interaction, and meet evolving market expectations.
