What's Happening?
CapitaLand Investment has been recognized for its innovative use of artificial intelligence in retail operations at the Asian Innovation Excellence Awards 2025. The company launched its AI-powered chatbot, Casey, in June 2023 to improve customer engagement
and streamline service operations. Casey 1.0 provided immediate self-service options to shoppers, allowing service teams to focus on complex issues. In May 2024, CapitaLand Investment upgraded to Casey 2.0, integrating ChatGPT to enhance the chatbot's capabilities with machine learning and natural language processing. This upgrade enabled Casey to interpret tone, intent, and emotion more accurately, redirecting over 40% of calls and emails to self-help channels and achieving a 17% reduction in operating costs.
Why It's Important?
The recognition of CapitaLand Investment's AI chatbot Casey highlights the growing importance of artificial intelligence in retail operations. By improving customer engagement and operational efficiency, the company sets a precedent for other businesses in the industry to adopt similar technologies. The successful implementation of Casey demonstrates the potential for AI to transform customer service, reduce costs, and enhance the overall shopping experience. This development could lead to increased adoption of AI solutions across various sectors, driving innovation and operational improvements.
What's Next?
CapitaLand Investment is exploring new analytical and language features for Casey to further refine its ability to interpret customer needs and improve service interactions. The company aims to continue enhancing its retail network by leveraging AI technologies to capture insights into shopper behavior and address common issues. As AI continues to evolve, CapitaLand Investment's efforts may inspire other companies to invest in similar technologies, potentially leading to widespread changes in customer service practices across the retail industry.
Beyond the Headlines
The use of AI in retail operations raises ethical considerations regarding data privacy and the balance between automated and human interactions. As companies increasingly rely on AI to manage customer service, they must ensure that data is handled responsibly and that the human element of customer engagement is not lost. Additionally, the success of AI solutions like Casey may prompt discussions about the future of employment in the retail sector, as automation could impact job roles traditionally held by human workers.
