What's Happening?
CapitaLand Investment has been recognized for its innovative use of artificial intelligence in retail, receiving the Singapore Customer Experience Innovation of the Year - Retail award at the Asian Innovation Excellence Awards 2025. The company's AI-powered
chatbot, Casey, has significantly improved customer engagement and operational efficiency across its retail portfolio. Initially launched in June 2023, Casey 1.0 provided extended customer support beyond normal retail hours, allowing for quick resolution of routine inquiries. In May 2024, CapitaLand introduced Casey 2.0, which integrated ChatGPT to enhance the chatbot's capabilities with machine learning and natural language processing. This upgrade enabled Casey to interpret customer 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 highlights the growing importance of artificial intelligence in transforming customer service within the retail industry. By leveraging advanced technologies, companies can enhance customer experiences while simultaneously reducing operational costs. This development underscores a broader trend where businesses are increasingly adopting AI solutions to streamline operations and improve service delivery. The success of Casey 2.0 demonstrates the potential for AI to handle complex customer interactions, providing valuable insights into consumer behavior and preferences. As more companies follow suit, the retail sector could see significant shifts in how customer service is managed, potentially leading to more personalized and efficient shopping experiences.
What's Next?
CapitaLand Investment plans to further develop Casey by exploring new analytical and language features to refine its ability to interpret customer needs. This ongoing innovation aims to continue improving service interactions across its retail network. The company's efforts may inspire other retailers to adopt similar AI-driven solutions, potentially leading to widespread changes in customer service strategies across the industry. As AI technology continues to evolve, retailers will likely face increased pressure to integrate these tools to remain competitive and meet rising consumer expectations.
