In the heart of Malaysia’s bustling telecommunications landscape, CelcomDigi stands as a beacon of innovation, harnessing the power of artificial intelligence (AI) to redefine how businesses operate in the digital age, while also setting a transformative path for the industry. Following the landmark merger of Celcom and Digi in 2022, this industry titan has embarked on a transformative journey, integrating AI not just to streamline its internal operations but to create a ripple effect across external markets. The ambition is clear: to enhance efficiency within its walls while extending cutting-edge solutions to small and medium enterprises (SMEs), the lifeblood of Malaysia’s economy. From automating routine tasks to pioneering life-changing healthcare tools, CelcomDigi’s approach is multifaceted and forward-thinking. This exploration delves into the company’s strategic use of AI to revolutionize its processes, empower its workforce, and position itself as a technology leader with a vision that stretches far beyond traditional telecom boundaries, impacting diverse sectors with remarkable innovation.
Transforming Operations Through AI
CelcomDigi’s initial foray into AI focused on optimizing internal processes, a critical step to unify operations after the merger of two former competitors. The integration of AI tools across departments such as legal, human resources, and finance has yielded impressive results, drastically cutting down the time required for complex tasks. A prime example is the SAGE (Scope Assembly Generation Engine) project within the legal team, which automates the preparation of contract scopes. What once took days of meticulous effort now takes mere minutes, achieving accuracy rates between 70% and 90%. Beyond speed, this tool also conducts extensive research that would otherwise demand significant manual labor, proving that AI can transform even the most traditional workflows into efficient, modern systems. This internal focus not only boosts productivity but also sets a robust foundation for broader technological ambitions, ensuring that every department operates with heightened precision and agility in an increasingly competitive landscape.
Another cornerstone of this internal revolution is Sophia, a digital assistant that has become a linchpin in CelcomDigi’s operations. Having evolved over several years, Sophia now manages tasks equivalent to the workload of 50 employees, handling everything from regulatory compliance to detailed financial reporting. Employees engage with her through familiar platforms like Microsoft Teams, receiving real-time assistance that seamlessly integrates into their daily routines. Her ability to process intricate requests—such as compiling regulatory reports for the Malaysian Communications and Multimedia Commission in under an hour compared to days previously—highlights the profound efficiency gains AI can deliver. Sophia’s role extends beyond mere automation; she represents a shift toward intelligent, adaptive systems that empower staff to focus on strategic priorities rather than repetitive chores, thereby redefining productivity standards across the organization and paving the way for more innovative applications of technology.
Prioritizing People in the Age of Automation
As AI reshapes operational landscapes, CelcomDigi remains steadfast in addressing potential workforce anxieties surrounding automation. The company’s philosophy, articulated by Chief Innovation Officer Kugan Thirunavakasaru, emphasizes enhancement over replacement. Rather than viewing AI as a threat to jobs, the focus is on augmenting human capabilities, ensuring that technology serves as a partner in progress. This approach manifests in comprehensive upskilling programs designed to equip employees with the skills needed to thrive alongside AI tools. By fostering a culture of learning and adaptation, CelcomDigi transforms potential apprehension into enthusiasm, as staff embrace the opportunity to work with cutting-edge solutions. This commitment to people-centric innovation not only preserves job security but also builds a resilient workforce ready to tackle future challenges, setting a precedent for how technology and humanity can coexist in a rapidly evolving corporate environment.
Moreover, this dedication to employee development extends beyond mere training initiatives, embedding a mindset of continuous improvement throughout the organization. CelcomDigi actively encourages staff to experiment with AI tools, providing platforms for feedback and collaboration to refine these technologies. This hands-on engagement ensures that solutions like Sophia are tailored to real-world needs, enhancing user experience while maintaining a human touch in automated processes. Such an inclusive strategy mitigates the risk of alienation often associated with tech adoption, instead creating a sense of ownership among employees who see their input shaping the future of their workplace. By balancing technological advancement with human welfare, CelcomDigi demonstrates a nuanced understanding of digital transformation, proving that AI’s true value lies in its ability to empower rather than displace, fostering a harmonious synergy between innovation and the workforce that drives sustained growth.
Building Bridges with the AI Experience Centre
On the external front, CelcomDigi’s AI Experience Centre (AIX) stands as a testament to its commitment to driving innovation beyond its own boundaries. Supported by a significant investment of US$59.16 million from the merger mandate, AIX serves as a collaborative hub, engaging over 50 partners across eight industry verticals. It has welcomed more than 4,400 visitors from 240 companies, showcasing the growing interest in its initiatives. The center has scaled its commercial pilots from 13 to 25 active projects, reflecting a dynamic environment where ideas are tested and refined. With the anticipated launch of AIX 2.0, the scope of these efforts is set to expand further, drawing organic interest from nations such as Germany, Norway, and Japan. This global curiosity underscores the potential of Southeast Asia as a burgeoning hub for technological advancement, positioning CelcomDigi at the forefront of international AI collaboration.
The impact of AIX extends into fostering partnerships that drive real-world solutions, bridging the gap between theoretical innovation and practical application. By creating a space where businesses, universities, and industry leaders can converge, AIX facilitates the exchange of knowledge and resources critical for scaling AI technologies. This collaborative model not only accelerates the development of new tools but also ensures they are market-ready, addressing specific challenges faced by diverse sectors. The center’s ability to attract a wide array of stakeholders—from local enterprises to international delegations—highlights its role as a catalyst for cross-border innovation. As CelcomDigi continues to build on this platform, the ripple effects of AIX are likely to influence industry standards, encouraging a collective push toward smarter, more sustainable business practices that leverage AI’s vast potential for societal and economic benefit.
Pioneering Healthcare Solutions with AI
CelcomDigi’s AI initiatives transcend traditional business applications, making significant inroads into healthcare with groundbreaking technology. One notable achievement is the development of a solution that converts 2D MRI and CT scans into 3D visualizations, aiding surgeons in planning complex procedures with unprecedented precision. This tool is currently utilized by 65 surgeons across prominent Malaysian hospitals like Universiti Malaya Medical Centre, marking a historic milestone with Southeast Asia’s first surgery performed using this method. Such advancements illustrate AI’s capacity to improve medical outcomes, transforming how healthcare professionals approach critical interventions and ultimately enhancing patient care through innovative digital means.
Further amplifying this impact, CelcomDigi has forged strategic partnerships, notably with Singapore’s National University Health System, to facilitate knowledge transfer and elevate regional expertise. This collaboration positions Malaysia as a training hub for advanced medical technologies, with institutions like Universiti Malaya Medical Centre leading the way in educating other hospitals. The initiative not only showcases the transformative power of AI in healthcare but also highlights the importance of cross-regional cooperation in scaling such innovations. By integrating cutting-edge tech with medical practice, CelcomDigi contributes to a future where technology directly supports life-saving efforts, setting a benchmark for how corporate innovation can intersect with public health priorities to create meaningful, lasting change in communities.
Balancing Cost and Visionary Investments
Financially, CelcomDigi navigates a dual path of cost efficiency and bold investment to fuel its AI ambitions. Internally, the development of AI solutions leans heavily on open-source platforms and cloud services like Azure, enabling rapid deployment cycles without exorbitant costs. This pragmatic approach allows for quick iterations and scalability, ensuring that tools are rolled out efficiently across various departments. By minimizing expenditure on internal projects, the company maintains flexibility to adapt and innovate, keeping pace with technological advancements while safeguarding financial resources for other strategic priorities.
In stark contrast, the external initiatives, particularly through the AI Experience Centre, reflect a willingness to invest heavily in fostering innovation. The substantial funding allocated to AIX underscores a long-term vision to lead in AI collaboration and market expansion. This balance between frugal internal development and ambitious external projects illustrates a nuanced financial strategy, where cost-saving measures support operational efficiency, while significant investments drive broader industry influence. Such an approach ensures that CelcomDigi remains competitive on multiple fronts, leveraging limited resources for internal gains while channeling substantial capital into partnerships that position it as a global player in the AI arena.
Shaping the Future for SMEs
Looking forward, CelcomDigi is poised to make a transformative impact on Malaysia’s small and medium enterprises, which account for 96.1% of the nation’s business ecosystem. Recognizing the financial constraints often faced by smaller businesses, the company plans to commercialize its AI solutions, offering affordable digital assistants and automation tools tailored for HR, reporting, and operational needs. This initiative aims to democratize access to advanced technology, enabling SMEs to enhance efficiency and compete in a digital-first economy without the burden of prohibitive costs.
This strategic focus on SMEs positions CelcomDigi as more than a telecommunications provider; it emerges as a pivotal enabler of digital transformation across diverse sectors. By breaking down barriers to AI adoption, the company addresses a critical gap in the market, empowering smaller enterprises to modernize their operations and drive growth. This move not only strengthens the broader business landscape in Malaysia but also reinforces CelcomDigi’s role as a leader in technology innovation, committed to fostering economic inclusivity through accessible, impactful solutions that reshape how businesses of all sizes operate and thrive.
Reflecting on a Groundbreaking Path
Reflecting on CelcomDigi’s journey, it becomes evident that the company has carved a remarkable path by blending internal AI advancements with expansive external collaborations. The strides made in streamlining operations through tools like Sophia and SAGE underscore a dedication to efficiency that has redefined workplace productivity. Meanwhile, initiatives like the AI Experience Centre have fostered partnerships that amplify innovation across industries, while healthcare breakthroughs have demonstrated AI’s profound potential to save lives. As CelcomDigi sets its sights on empowering SMEs, the focus shifts toward actionable strategies, such as developing scalable, cost-effective AI tools tailored to smaller businesses. Exploring further international interest in projects like AIX could open new markets, ensuring that the momentum of this technological revolution continues to build, inspiring a future where AI becomes a universal enabler of progress across all sectors.
