Rebecca PY CelcomDigi is transforming how over 20 million customers access support by integrating AI, automation and data-driven technologies across its retail, digital and contact centre channels. The initiative has already delivered measurable results, including a 25% reduction in average resolution time and 37% of enquiries resolved through self-service channels.
MALAYSIA, 15 MAY 2026 – CelcomDigi Berhad is taking a significant step forward in redefining how its customers receive support, rolling out a connected ecosystem of AI-powered tools and intelligent automation designed to make everyday interactions faster, simpler and more personalised.
The telecommunications company is redesigning customer journeys across all touchpoints, from physical retail stores and contact centres to digital channels, ensuring that millions of Malaysians experience greater consistency and efficiency regardless of how they choose to seek help.
At the core of this transformation is a recognition that customers today expect real-time, always-on service. CelcomDigi is responding by enabling smoother transitions between channels, expanding self-service capabilities and deploying intelligent tools to anticipate needs and resolve issues with minimal friction.
Several new and enhanced support features are now live across the company’s service ecosystem.
Through the Express Lane initiative, customers visiting selected CelcomDigi stores can scan a QR code to connect directly with contact centre specialists via WhatsApp or voice call, bypassing long in-store queues and avoiding the need to repeat their concerns to multiple agents.
For postpaid customers, the PremierCARE programme offers faster access to dedicated support specialists, reducing wait times and delivering a more personalised resolution experience when reaching the call centre.
CelcomDigi has also introduced a dedicated support stream for senior citizens aged 60 and above, staffed by specially trained customer care teams. Beyond resolving enquiries, these agents guide older customers in navigating the company’s digital services and app features, helping them remain confident and connected in an increasingly digital environment.
Supporting these initiatives are several AI-driven tools now embedded across the service network. A single unified care line, 1111, allows customers to reach support via voice call or WhatsApp through one consolidated channel. The SPARK AI chatbot handles common enquiries instantly, while intelligently routing complex cases to the appropriate human teams. An automated device unblocking feature restores access within minutes of a completed payment, eliminating the need for manual intervention.
The results have been tangible. Since implementation, CelcomDigi has reduced average resolution time by 25%, while 37% of customer enquiries are now resolved entirely through digital and self-service channels.
Lau Yin May, Chief Customer Experience Officer at CelcomDigi, noted that customer experience has become a key strategic differentiator for the company, adding that the goal is to simplify interactions and resolve issues faster while preserving the human touch during moments that matter most.
CelcomDigi serves more than 20 million customers daily, and this transformation is central to its broader strategy of strengthening market leadership through trust, operational excellence and customer-first innovation.