Malaysia — Telekom Malaysia (TM) has entered into a partnership with Scicom (MSC) to deploy artificial intelligence (AI) solutions aimed at improving customer service delivery and operational efficiency across multiple sectors in Malaysia.
The partnership will focus on integrating AI-driven tools such as conversational bots, predictive analytics, sentiment analysis, and intelligent routing. These technologies are designed to enable faster response times, higher resolution rates, and more consistent customer experiences across multiple channels, including voice, chat, email, and social media.
Amar Huzaimi Md Deris, group chief executive officer at TM, stated that the partnership is a key step into TM’s vision of becoming a digital powerhouse by 2030.
“By combining our strengths with Scicom, we will future-proof customer engagement through AI-driven innovation and build a stronger collaborative ecosystem that will support TM’s long-term growth,” Amar said.
For retail customers under TM’s Unifi brand, the initiative is expected to improve service response and resolution across touchpoints. On the business front, TM, through its subsidiary VADS Business Process Sdn Bhd (VADS BP), aims to strengthen its ability to deliver AI-powered customer experience solutions tailored for enterprise and public sector clients.
Scicom’s proprietary technology platforms will support the partnership with intelligent automation, advanced analytics, and scalable customer management solutions.
Dato’ Sri Leo Ariyanayakam, group chief executive officer of Scicom, shared how the collaboration is a defining moment for both companies.
“By combining our AI-driven platforms and BPO experience with TM’s nationwide scale, we are setting a new benchmark for customer management in Malaysia,” Sri Leo stated.
“We are confident that this partnership will deliver cost optimisation, higher levels of customer satisfaction, and new revenue streams, while advancing Malaysia’s standing in AI innovation for customer experience.”
The collaboration is positioned to drive operational efficiency, enhance customer satisfaction, and support Malaysia’s broader advancement in AI-led service innovation.
