Chatbot in Malaysia: Top 8 Vendors & Use Cases
Many chatbot companies in Malaysia are addressing this challenge to assist businesses in automating most of their customer interactions.
We explained how and where a business chatbot can be implemented and provided 8 vendors that help companies obtain a chatbot in Malaysia.
Top 8 Vendors of Chatbots in Malaysia
Table features:
We gathered the top 6 chatbot companies that provide chatbots for businesses in the Malaysian market. We offer both a comparative table and a review of each vendor. While forming the table, we divided the vendors into 3 categories:
- Global conversational AI tech providers with offices in Malaysia (we selected the 2 biggest enterprises in terms of their company size and global influence)
- Regional conversational AI tech providers serving Malaysia
- Malaysia-based conversational AI agencies/chatbot providers
We used these criteria:
- The number of each vendor’s (and their chatbot solution’s) total reviews on the reputed B2B review websites such as G2, Capterra, TrustRadius
- The number of employees on LinkedIn
- Integration capabilities on popular messaging apps like WhatsApp and Facebook Messenger
- The capability of offering conversational ads, which function as redirecting the users from the ads on social media to the chatbot for more personalized marketing & sales
Global conversational AI/chatbot providers
1- IBM Watsonx Assistant
IBM Watsonx Assistant helps organizations deliver conversational experiences across multiple channels and devices. It supports both text and voice, making it suitable for customer service, internal help desks, and enterprise applications.
Pros
- Deploys across web, mobile, and voice channels for a unified customer experience.
- Includes pre-trained industry templates, reducing setup time and customization effort.
- Reported by users as easy to implement and manage.
- Offers advanced data privacy and security controls compliant with enterprise standards.
- Supports natural voice interactions through integration with telephony and digital voice systems.
Cons
- While Watson Assistant provides significant value, its pricing may be higher for small businesses or startups with limited budgets.
- While Watson Assistant can be integrated with various other systems, this process can sometimes be complex and require significant development work.
2- Microsoft Azure Bot Service
Azure Bot Service enables businesses to design, deploy, and manage chatbots using Microsoft’s cloud infrastructure. It integrates with major communication platforms and supports low-code solutions through Power Virtual Agents.
Pros
- Bots created using the Azure Bot Service can be integrated and deployed across a wide range of popular channels, such as Teams, Skype, Facebook Messenger, Slack, and others.
- Azure Bot Service supports the Direct Line Speech Channel, enabling streamlined integration for speech-enabled experiences.
- For those who prefer a no-code/low-code approach, Azure Bot Service can be integrated with Microsoft Power Virtual Agents, allowing for easy bot creation.
Cons
- Depending on the usage scale, Azure Bot Service could be more expensive than other bot platforms, particularly for small businesses or startups.
- Some users state that the customization and connection can create problems sometimes
- 2+ reviewers emphasized that customization could take significant time using Azure Bot Service.
Regional conversational AI/chatbot providers
3- Yellow.ai
Yellow.ai is a global conversational automation platform offering solutions for enterprises to manage customer support, HR, and marketing interactions through chat and voice.
Pros
- Analytics insights for understanding user behavior.
- Increases operational efficiency.
- Ease of setup and use.
Cons
- The ticket system can be problematic occasionally.
- Hard to write custom scripts or integrate customized interfaces.
4- Verloop.io
Verloop.io is a conversational automation platform used by customer-centric businesses to handle queries, manage leads, and provide 24/7 assistance through multiple channels.
Pros
- Chatbots are easy to integrate and deploy.
- Solves various issues with multiple bot flows.
- Improves customer satisfaction.
Cons
- 5+ user comments show that analytics features are open for improvement.
- Some processes are tedious or buggy.
- Not deeply customizable
Local conversational AI/chatbot providers
We cannot provide user comments for the local companies as they are not listed on popular software review sites such as G2, Capterra, etc.
5- Chatbot Malaysia
Chatbot Malaysia is a local chatbot provider agency in Malaysia. Although their initial service provided automation and digital marketing for small and medium enterprises, they now offer chatbot integration to companies, including local enterprises. They develop chatbots for many businesses, such as:
- Real estate
- Home cleaning
- Fitness, Gym, Yoga
- E-commerce
- Insurance
Chatbot Malaysia is developing business chatbots for messenger apps WhatsApp and Facebook Messenger.
6- GoPomelo
GoPomelo is a digital transformation services and chatbot agency in Malaysia. It helps businesses build chatbots designed for customer service and commerce and connect with users on their websites, mobile apps, Google Assistant, Amazon Alexa, Facebook Messenger, and other popular platforms and devices.
7. Respond.io
Respond.io is a Malaysia-based omnichannel messaging platform that helps businesses manage customer interactions across WhatsApp, Facebook Messenger, Telegram, and web chat from a single dashboard.
Pros
- Centralizes all customer conversations across multiple messaging apps.
- Supports automation workflows for lead qualification and customer support.
- Offers strong integration with CRM and marketing tools.
Cons
- Advanced automation and analytics features are available only in higher-tier plans.
- May require training to set up complex workflows effectively.
8. DahReply
DahReply is a Malaysia-based chatbot builder focused on automating business communication on social media, websites, and messaging platforms.
Pros
- No-code interface allows quick chatbot creation for WhatsApp and Facebook.
- Customizable workflows for marketing, support, and sales.
- Local support and pricing tailored to Malaysian businesses.
Cons
- Less suitable for large enterprises with complex integration needs.
- Limited documentation compared to global chatbot platforms.
Malaysia chatbot case studies
1- Customer services
AirAsia’s “Ask Bo” manages tens of millions of customer inquiries across the web, mobile app, WhatsApp, and Messenger. It comprehends complex flight-change and refund requests, directing only the most challenging cases to human agents. Powered by ChatGPT through the Azure OpenAI Service, Ask Bo employs generative AI to create human-like responses and utilizes automated workflows for handling refunds, rebookings, and itinerary adjustments.1
2- Banking and finance
Maybank & CIMB AI chatbots offer round-the-clock assistance for balance inquiries, mini-statements, fraud alerts, loan pre-approvals, and card controls through web and mobile platforms. Banks, including Maybank and CIMB, are incorporating generative-AI modules into their digital assistants, utilizing LLMs to understand intricate customer intentions and agentic APIs to perform actions like locking cards or starting disputes without needing human intervention.2
3- Insurance & lead generation
AIA Malaysia’s AI Talk Bots (“Alexis” & “Aisya”) reach out to policyholders for premium reminders, assist prospects in generating quotes, and manage straightforward claims from beginning to end. These bots utilize LLM-driven dialogue for engaging interactions and incorporate automated workflows that retrieve customer data, compute quotes, arrange virtual appointments, and record payments.3
In just five months, they conducted 350,000 engagements, a substantial increase from the previous annual total of 93,000 before AI implementation, with 79% of customers making payments within 24 hours.
4- Logistics
Pos Malaysia’s support bot, “AskPos,” powered by ChatGPT, enables merchants and consumers to easily create shipment orders, track parcels, generate e-consignment notes, and obtain billing quotes through web chat and WhatsApp. Enhanced by ChatGPT, the internal chatbot provides more nuanced and context-sensitive Q&A along with proactive connections to track-and-trace APIs, transforming a complex multi-step portal process into an effortless chat experience.4
5- Retail and e-commerce
- Lazada Malaysia’s “AI Lazzie” assists shoppers in discovering products, accessing curated deals, virtually trying on items, and completing checkout all through the Lazada app’s Message+ chat feature. Utilizing OpenAI’s ChatGPT, AI Lazzie provides personalized product suggestions, condenses user reviews, and can generate unique voucher codes instantly.5
- Tesco began trying online solutions designed to be user-friendly and readily available to its customers to reduce dependence on physical print materials for its circulars in Malaysia. Tesco collaborated with a chatbot firm to develop “Talia”, a chatbot intended to disseminate a digital catalog of its weekly deals and provide updates to its customers. With this, it offered its customers electronic catalogs and increased customer support. In six months, Tesco achieved these:
- 54% of people who contacted Tesco via Messenger viewed and downloaded the digital catalogue
- 4x increase in digital catalogue views from Messenger compared to those from email marketing
- The Messenger-powered digital assistant handled 85% of enquiries
You can learn more about retail chatbots and conversational commerce from our articles.
6- HR & employee self-service
Employees Provident Fund’s “ELYA” supports EPF members via web chat and WhatsApp, offering bilingual assistance in Bahasa Melayu and English. It handles inquiries about account balances, contribution history, early withdrawals, and appointment scheduling. Enhanced with a refined LLM front-end based on EPF’s FAQs, ELYA offers detailed human-like explanations and effective workflows to:
- Retrieve personalized account information securely
- Calculate projected savings and early withdrawal eligibility
- Schedule branch appointments in EPF’s calendar
- Send real-time notifications (confirmation SMS or WhatsApp) when tasks are completed.
ELYA has diverted over 60% of routine inquiries, cut average response times by 75%, and increased self-service adoption by 40% in just six months.6
7- Travel, restaurant & hospitality
Malaysia Airlines’ “MHchat” allows passengers to search for, book, and pay for flights, check itineraries, and receive weather updates all through Facebook Messenger or the airline’s app. Powered by Google’s Dialogflow and enhanced with LLM fine-tuning, MHchat manages natural-language booking processes and utilizes agentic APIs for real-time seat availability, fare holds, and payment processing, effectively serving as a genuine “digital travel buddy.”7
You can check our travel chatbots and hospitality chatbots articles for more information.
FAQ
Further reading
- Chatbot applications with examples
- Top chatbot success stories
- Instagram chatbot use cases
- Top Ad Verification Techniques
Reference Links
Cem's work has been cited by leading global publications including Business Insider, Forbes, Washington Post, global firms like Deloitte, HPE and NGOs like World Economic Forum and supranational organizations like European Commission. You can see more reputable companies and resources that referenced AIMultiple.
Throughout his career, Cem served as a tech consultant, tech buyer and tech entrepreneur. He advised enterprises on their technology decisions at McKinsey & Company and Altman Solon for more than a decade. He also published a McKinsey report on digitalization.
He led technology strategy and procurement of a telco while reporting to the CEO. He has also led commercial growth of deep tech company Hypatos that reached a 7 digit annual recurring revenue and a 9 digit valuation from 0 within 2 years. Cem's work in Hypatos was covered by leading technology publications like TechCrunch and Business Insider.
Cem regularly speaks at international technology conferences. He graduated from Bogazici University as a computer engineer and holds an MBA from Columbia Business School.
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