Chatbot in Malaysia: Top 6 Vendors & Use Cases in 2025

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 7 vendors that help companies obtain a chatbot in Malaysia.

Top 6 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

Pros

• Watsonx Assistant can be deployed across various platforms, channels, and devices, providing a consistent user experience wherever your customers interact with your brand.

• Watsonx Assistant’s pre-trained content for various industries means it’s ready to provide industry-specific answers immediately, saving valuable time during the setup process.
• Watsonx Assistant is easy to implement and use, according to the user comments.
• Watsonx Assistant strongly emphasizes user data privacy and provides robust controls for data handling, meeting high standards for data security.
• A unique offering of IBM Watsonx Assistant is its voice interaction capabilities. It can be integrated with telephony systems or digital voice channels, providing the same level of sophistication in voice interactions as in text.

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

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

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

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.

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

1. 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
2. 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
• Whatsapp chatbot examples
• Instagram chatbot use cases
• Click to Whatsapp Adds

External Links

• 1. Lazada launches new AI assistant on its app.
• 2. AI is significantly transforming the banking industry in Malaysia, enhancing efficiency, security, and customer experience. Here are some key ways AI is impacting the sector: 1. Customer Service & Experience • Chatbots & Virtual Assistants: Banks .
• 3. AIA Malaysia triumphs with Digital Transformation of the Year award for pioneering AI solutions | The Star. The Star Online
• 4. How Pos Malaysia is modernising their tech stack and pioneering AI to enhance customer experience, ET CIO SEA.
• 5. Lazada launches new AI assistant on its app.
• 6. https://anale.steconomiceuoradea.ro/en/wp-content/uploads/2024/11/AUOES.July_.2024.40.pdf
• 7. Malaysia Airlines Case Study  |  Google Cloud.