Every second, thousands of conversations are happening on Gojek.Bookings. Payments. Complaints. Questions.All at once. All in real time.Now ask yourself:How do you respond to millions of users… without slowing down, breaking context, or losing trust?This is where Gojek did something...

Most companies think they’re “adopting” Conversational AI.What are they actually doing?Pilots. Experiments. Demos.Meanwhile, in Kuala Lumpur, something very different happened. Leaders didn’t talk about AI, they exposed why most companies are getting it completely wrong. And that’s...

With over 250 delegates attending the event, more than 30 speakers, the conversational ai & customer experience summit Malaysia created a forum for great insights and true conversations. The event was not a showcase of tools used to implement conversational AI, instead it was...

Every second, thousands of digital payments move through fintech platforms.Now imagine what happens when even 0.5% of those transactions generate a question.“Why did my payment fail?” “Where is my refund?” “Why is my KYC pending?” “Why is my wallet frozen?”At scale, that small...

For many years, the improvement of customer experience in aviation focused on speed, pricing, and efficiency. However, in Malaysia, this airline changed a much bigger equation: how customers expect to interact with brands. This case study examines how AirAsia transformed...

In Southeast Asia’s fast-growing e-commerce market, speed alone is no longer enough; shoppers want relevance, clarity, and instant help at every step of the journey. That is where Lazada’s investment in Conversational AI changes the rules of online retail.By embedding...

Conversational AI is often discussed as if it behaves the same everywhere. In reality, it doesn’t. In Asia, particularly across India, China, and Southeast Asia, Conversational AI follows very different adoption patterns, user expectations, and design principles. Understanding...

Air travel is full of moments where clarity matters more than speed. A gate change. A delayed flight. A last-minute check-in question at midnight. For years, even premium airlines struggled to respond in real time. Singapore Airlines chose a different path.Instead of adding more...

What if millions of customers could get instant support without apps, menus, or literacy requirements?What if there were no more waiting on hold?This was the dilemma faced by Reliance Jio to support its hundreds of millions of customers across rural India. Call centres were not...

India’s financial landscape has undergone immense change over the past decade, and one of the strongest drivers of this transformation is the rise of Conversational AI. ICICI Bank, India’s second-largest private-sector bank, has been ahead of this curve by using its iMobile app to...