CelcomDigi is taking customer experience to the next level by introducing smarter, faster, and more connected support solutions powered by artificial intelligence (AI), automation, and data-driven technologies.
Through a large-scale transformation initiative, the company aims to simplify how millions of Malaysians access customer support across retail stores, digital platforms, and contact centres.
Announced in Petaling Jaya on 12 May 2026, the latest improvements reflect CelcomDigi’s ongoing commitment to delivering a more seamless and personalised customer journey in response to evolving consumer expectations.
As digital lifestyles continue to grow, customers today expect faster responses, simpler interactions, and support experiences that are available anytime and anywhere.
To address these changing demands, CelcomDigi is redesigning its customer ecosystem by integrating support capabilities across multiple touchpoints while maintaining the human connection that customers value.
Building a More Connected Customer Journey
At the core of CelcomDigi’s customer experience transformation is the goal of making support interactions easier and more connected across all service channels.
Whether customers choose to visit a CelcomDigi store, contact the call centre, or seek help through digital platforms, the company wants to ensure they receive consistent and efficient support experiences.
By leveraging AI, automation, and customer data insights, CelcomDigi is improving the way customers move between service channels. This includes enabling faster self-service support, more intelligent routing for enquiries, and quicker issue resolution through automated systems.
Recognising that different customers prefer different methods of communication, CelcomDigi is also expanding support options across voice calls, WhatsApp, digital chat platforms, and assisted customer service channels.
The company believes that flexibility and convenience are increasingly important as consumers expect more personalised experiences tailored to their preferences.
Faster In-Store Assistance with Express Lane
One of the key enhancements introduced by CelcomDigi is the new Express Lane support system available at selected stores.
Customers visiting participating retail outlets can now scan a dedicated QR code to connect directly with customer support specialists through WhatsApp or voice calls based on their preferred communication method.
This approach creates a more integrated connection between physical stores and contact centre support teams, allowing customers to resolve more complex enquiries faster without spending excessive time waiting in queues.
The Express Lane system also reduces the need for customers to repeat information multiple times, helping create a smoother and less frustrating service experience.
By connecting customers to the right support teams more efficiently, CelcomDigi hopes to improve both convenience and service responsiveness.
Personalised Support Through PremierCARE
CelcomDigi is also improving premium customer support experiences through its PremierCARE initiative.
Eligible CelcomDigi Postpaid customers can now enjoy quicker access to dedicated support teams when contacting the company’s call centre. The service is designed to provide faster assistance, more personalised interactions, and smoother issue resolution for customers requiring additional support.
With PremierCARE, customers are connected to the right specialists more efficiently, helping reduce waiting times and creating a more reassuring support experience.
This initiative reflects the company’s broader strategy of delivering customer experiences that feel more attentive and personalised rather than purely transactional.
Dedicated Assistance for Senior Citizens
In addition to digital innovation, CelcomDigi is also focusing on inclusivity by offering dedicated support services for senior citizens aged 60 and above.
Specially trained customer care teams are assigned to assist elderly customers with guided and attentive support tailored to their needs.
Beyond resolving service enquiries, these support teams also help senior users navigate digital platforms and app features more confidently. This ensures older customers can continue to stay connected and benefit from digital services without feeling overwhelmed by technology.
As Malaysia continues to move toward a more digitally connected future, initiatives like these play an important role in ensuring no customer group is left behind.
AI and Automation Driving Smarter Support
Several AI-powered solutions are helping CelcomDigi simplify and accelerate customer interactions on a larger scale.
Among the major initiatives introduced is One Number for All – 1111, which allows customers to access support through a single unified care line across voice calls and WhatsApp messaging. This simplifies the process of seeking assistance while making support more accessible.
The company has also introduced SPARK AI, an intelligent chatbot system capable of providing instant responses to common customer enquiries. For more complex issues, the AI system automatically directs users to the appropriate support teams for faster assistance.
Another notable enhancement is the automated device unblocking feature. Previously, customers may have needed manual assistance to restore blocked devices after payment settlement. With automation in place, devices can now be unblocked within minutes after outstanding payments are completed.
These improvements help eliminate unnecessary delays while reducing dependency on manual processes.
Positive Results from Digital Transformation Efforts
According to Lau Yin May, customer expectations today are heavily influenced by real-time and always-on digital experiences.
She explained that customer experience has become one of the company’s key differentiators in maintaining market leadership and creating meaningful value for over 20 million customers nationwide.
CelcomDigi’s AI and automation initiatives are already showing measurable improvements across its service ecosystem.
Since implementation, the company has successfully reduced average resolution times by 25 percent while enabling 37 percent of customer enquiries to be resolved through digital and self-service channels.
These improvements not only increase operational efficiency but also create more consistent and reliable support experiences for customers.
Strengthening Customer Trust Through Innovation
CelcomDigi’s latest customer experience transformation demonstrates how technology and human-centred support can work together to improve everyday interactions.
By integrating AI, automation, connected support systems, and personalised service experiences, the company is positioning itself as a more responsive and customer-focused digital connectivity provider.
As customer expectations continue to evolve, CelcomDigi’s focus on simplifying support journeys and delivering smarter experiences highlights its long-term commitment to innovation, trust, and customer excellence in Malaysia’s competitive telecommunications industry.
For more information on CelcomDigi, visit www.celcomdigi.com.
Keywords :
- CelcomDigi customer experience
- CelcomDigi AI support
- CelcomDigi automation
- CelcomDigi SPARK AI
- CelcomDigi Express Lane
- CelcomDigi PremierCARE
- AI customer support Malaysia
- CelcomDigi customer service
- digital customer support
- CelcomDigi innovation
