Customers prefer & value interactive and immediate responses when engaging with an online business.1 The complication arises when website visitors and mobile app users expect real-time assistance 24/7, a complicated task for human support teams. Most customers value immediate responses and might turn to competitors if they don’t get timely help.
Many chatbot companies in Malaysia are focusing on this problem to help businesses automate most of their customer interactions. In this article, we explain how and where a business chatbot can be used by businesses and provide 7 vendors that help businesses to get a chatbot in Malaysia.
Top 7 Vendors of Chatbot in Malaysia
|# of B2B reviews
|# of employees
|IBM watsonx Assistant
|Microsoft Azure Bot Service
We gathered the top 7 chatbot companies that provide chatbot for businesses in the Malaysia market. We provide 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 2 biggest enterprises in terms of their company size and global influence)
- Regional conversational AI tech providers serving for 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 the LinkedIn
- Integration capabilities on popular messaging apps like WhatsApp and Facebook Messenger
- The capability of offering conversational ads, which functions 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 Watson Assistant is one of the premier chatbot vendors not only in Malaysia but also around the world.
- Watsonx Assistant can be deployed across various platforms, channels, and devices, providing a consistent user experience wherever your customers interact with your brand.2
- Watsonx Assistant’s pre-trained content for various industries means it’s ready to provide industry-specific answers right out of the box, saving valuable time during the setup process.
- Watsonx Assistant is easy to implement and use (Figure 1).
Figure 1. Source: G2 3
- Watsonx Assistant places a strong emphasis on 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.4
- While Watson Assistant provides significant value, it’s pricing may be on the higher side for small businesses or startups with limited budgets. (Figure 2)
Figure 2. Source: G25
- While Watson Assistant can be integrated with a variety of other systems, this process can sometimes be complex and require a significant amount of development work.6
2- Microsoft Azure Bot Service
- Bots created using the Azure Bot Service can be integrated and deployed across a wide range of popular channels like Teams, Skype, Facebook Messenger, Slack, and others.7
- 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.
Figure 3. Source: G28
- Depending on the scale of usage, 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 (Figure 4).
- 2+ reviewers emphasized that customization could take significant time using Azure Bot Service.9 See Figure 5.
Figure 4. Source: G210
Figure 5. Source: G211
Regional conversational AI/chatbot providers
- Analytics insights for understanding user behavior. 12
- Increases operational efficiency.
- Ease of setup and use.
- The ticket system can be problematic occasionally.
- Hard to write custom scripts or integrate customized interfaces.
Figure 8. Pros and Cons of Yellow.ai according to users. Source: Capterra13
- Chatbots are easy to integrate and deploy.
- Solves various issues with multiple bot flows.
- Improves customer satisfaction.
- 5+ user comments show that analytics features are open for improvement. 14
- Some processes are tedious or buggy.
- Not deeply customizable (see Figure 9).
Figure 9. Customer review of Verloop.io. Source: G2. 15
Local conversational AI/chatbot providers
5- Chatbot Malaysia
Chatbot Malaysia is a local chatbot provider agency in Malaysia. Although their initial service was providing automation and digital marketing for small and medium enterprises, now they also provide chatbot integration to companies, including the local enterprises. They develop chatbots for many businesses, such as:
- Real estate
- Home cleaning
- Fitness, Gym, Yoga
Chatbot Malaysia is developing business chatbots for messenger apps WhatsApp and Facebook Messenger.
However, we cannot provide user comments for the company as they are not listed in the popular software review sites such as G2, Capterra, etc.
GoPomelo is digital transformation services and chatbot agency. It helps businesses in Malaysia to build a chatbot. Its chatbots are designed for customer service and commerce. It helps businesses connect with users on website, mobile app, the Google Assistant, Amazon Alexa, Facebook Messenger, and other popular platforms and devices.
We cannot provide user comments for the company due to the absence of reviews.
Malaysia chatbot examples/case studies
– To reduce dependence on physical print materials for its circulars in Malaysia, Tesco began trying online solutions designed to be user-friendly and readily available to its customers. 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 both provided electronic catalogues to its customers and increased its customer support. In a six months of period, Tesco achieved these 16:
- 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
- 85% of enquiries were handled by the Messenger-powered digital assistant
– A Malaysian general insurance company aimed to enhance the conversion rate from visitors to leads in their digital marketing initiatives, with the intention of reducing the cost per lead. The chatbot firm designed an AI chatbot on Facebook Messenger that seamlessly transferred the user from the Facebook ad to the Messenger chatbot. Upon reaching the bot, users had the ability to ask for quotes, provide their contact information, or even purchase an insurance policy directly via the insurance company’s online sales platform. The company achieved the following result 17:
- 5x increase in the company’s visitor-to-lead conversion ratio
If you have questions or need more information about business chatbots, you can read the following sections.
What are the use cases of chatbots in Malaysia?
1- Customer services
Businesses can use chatbots in various customer support operations, such as to:
- Provide instant responses to frequently asked questions
- Troubleshoot common problems
- Guide customers through the buying process step-by-step
This can help to reduce the workload for human customer support agents and increase customer satisfaction by providing quicker responses. Also, support teams can work on more complex service inquiries that require more human interaction.
Most customer service software integrates chatbots for omnichannel support. Learn more about this from our vendor selection guide on customer service software.
2- Banking and finance
Banks and financial institutions can use chatbots to provide customers with information about their accounts, transaction history, etc. This could also include alert notifications for suspicious activity or updates on the stock market.
Insurance companies can use chatbots for a variety of purposes.
For policyholders the chatbot can:
- Provide policy details
- Process claims
- Send reminders for premium payments
- Answer common queries about policy coverage and terms
For prospective customers, it can:
- Provide information about different insurance products
- Offer quotes
- Guide users through the purchase process
In the logistics industry, chatbots can:
- Provide real-time updates about shipment status
- Answer queries about shipping fees and customs
- Handle bookings
- Manage complaints or issues
The chatbot can also coordinate between different parties in the supply chain to ensure seamless operation. Given the global nature of logistics and the need for quick, accurate information, a chatbot can greatly improve the customer experience in this industry.
5- Retail and e-commerce
Many businesses in Malaysia are based online and could use chatbots to automate customer inquiries about orders, shipping, returns, etc. They can customize their own chatbot to provide product recommendations based on customer preferences.
6- Marketing and advertising
Businesses can use chatbots to send promotional messages, offers, and discounts to customers. Marketing teams and sales representatives can also use chatbots to collect customer information, which can be used to create more personalized marketing campaigns.
7- Travel, restaurant & hospitality
Travel agencies, airlines, and hotels could use chatbots to:
- Handle bookings
- Provide check-in information
- Send flight updates
- Answer common customer inquiries
What is a business chatbot?
A business chatbot is a form of artificial intelligence software designed to interact with humans in their natural languages, with the help of natural language processing and natural language understanding technologies. These interactions commonly occur via text or voice, through:
– Messaging apps (such as Facebook Messenger chatbot, WhatsApp chatbot, etc.)
– Mobile apps
– Sometimes through the phone
What are the benefits of chatbots for businesses?
Chatbots offer several benefits for businesses. Here are a few of them:
Enhanced customer service: Chatbots can provide instant responses to common customer queries, reducing wait times and improving overall customer experience. They can also operate 24/7, ensuring constant customer support without a human agent.
Increased efficiency: By automating routine tasks, task oriented chatbots can free up human resources to handle more complex issues. This improves overall business efficiency and can lead to cost savings.
Scalability: A single bot can handle multiple conversations simultaneously. This means a business can scale up its customer service operations without a corresponding increase in human resources.
Feedback and data collection: Businesses can use chatbots to collect customer feedback and gain valuable insights. The data collected can be used to improve products and services, and to make more informed business decisions with advanced machine learning methods.
What is a WhatsApp chatbot?
A WhatsApp chatbot is a specific type of business chatbot that interacts with customers via WhatsApp, one of the world’s most popular messaging apps.
WhatsApp chatbots can fulfill most of the tasks a chatbot does, such as answering customer inquiries, providing product information, or booking appointments, all within the WhatsApp platform.
Using WhatsApp allows businesses to engage with their customers where they are already spending time, potentially leading to improved customer satisfaction and increased sales.
WhatsApp is the number one messenger application in Malaysia. As customers prefer to use WhatsApp as a communication channel, it becomes a necessity for businesses in Malaysia to connect to them via this platform.
What are the benefits of WhatsApp chatbots over other chatbots?
WhatsApp chatbots offer several benefits for businesses. If your business aims one or some of these benefits specifically, then it might be a better decision to choose a WhatsApp chatbot or include one into your other chatbot solutions.
Customer engagement: A WhatsApp bot can be programmed to send personalized messages and offer tailored product recommendations. This can help to increase customer engagement and loyalty.
Lead generation and conversion: WhatsApp chatbots can play a key role in the sales funnel. These predictive chatbots can qualify leads through initial interactions, follow up on potential customers, and even complete sales transactions.
Reach: WhatsApp has over 2 billion users globally, so using a WhatsApp chatbot opens up a large potential audience for businesses. In certain markets, like India, Malaysia, and many other countries, WhatsApp is the leading messaging app, making it a particularly effective channel for customer interaction.
End-to-end encrypted conversations: WhatsApp provides end-to-end encryption for all its messages, making it a secure platform for sensitive business communication. While this doesn’t mean other platforms aren’t secure, WhatsApp’s universally applied encryption is a distinct feature.
Delivery of rich media content: While many chatbot platforms support rich media, the familiarity and ease of use of WhatsApp’s interface might make it particularly effective for delivering media content to customers. This could include product images, videos, audio messages, or documents.
If you have questions or need help in finding vendors, don’t hesitate to contact us:
Cem has been the principal analyst at AIMultiple since 2017. AIMultiple informs hundreds of thousands of businesses (as per similarWeb) including 60% of Fortune 500 every month.
Cem's work has been cited by leading global publications including Business Insider, Forbes, Washington Post, global firms like Deloitte, HPE, NGOs like World Economic Forum and supranational organizations like European Commission. You can see more reputable companies and media that referenced AIMultiple.
Throughout his career, Cem served as a tech consultant, tech buyer and tech entrepreneur. He advised businesses on their enterprise software, automation, cloud, AI / ML and other technology related 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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