KUALA LUMPUR, May 13 – CelcomDigi Berhad is transforming customer experience by integrating AI, automation, and data-driven technologies across its digital, retail, and contact centre channels.
The initiative aims to simplify customer journeys, improve response speed, and deliver more consistent and personalised support for over 20 million users nationwide.
Key enhancements include Express Lane for faster in-store assistance, PremierCARE for priority postpaid support, and dedicated services for senior citizens.
The company also introduced unified support via “1111”, AI chatbot SPARK, and automated device unblocking.
CelcomDigi reported a 25% reduction in resolution time and 37% of enquiries now handled through digital and self-service channels.
