MalaysiaRetail and e-commerce2025 – ongoingCarsome
Emily bilingual AI contact-centre agent
Carsome said Emily handled 8 in 10 customer calls in Malay and English
Problem
Carsome had limited staff capacity for customer calls during effective calling windows. Customer conversations could mix Malay and English.
Approach
Carsome introduced Emily to automate customer telephone interactions. Its team trained the model internally to switch between Malay and English during conversations. Chief business officer Aaron Kee described it as already handling most customer calls.
Results
Takeaway
The company adapted the voice system to mixed-language conversations common in its Malaysian market.
Categories
- Industry
- Retail and e-commerce
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Aaron Kee described Emily's operational role and internal language training. He said it handled 8 in 10 customer calls and could converse in mixed Malay and English.
Full details are in the original sources.
