Innovating to Drive Advancement
Digitisation and innovation are central to our performance and resilience as an organisation. With rapid advances in cloud computing, AI, IoT, 5G and edge computing, we have the opportunity to not only enhance our operational efficiency and service delivery but also unlock data-driven decision-making and develop digital solutions that expand our revenue generation potential. These efforts are supported by robust cyber security practices and responsible technology use, which is critical to managing operational and trust‑related risks and sustaining confidence in Axiata as a leading digital player.
Maxisiming Value Through AI
AI plays a key role in our transformation into a Telco-TechCo, with the Axiata. AI programme building AI-powered telco operations, strengthening intelligent digital assets through data and cloud capabilities, and developing AI-enabled products and services across our digital businesses.
At the OpCo level, we leverage AI to enhance operational efficiency, improve customer experience and unlock new value across networks, platforms and digital services. Advancements made in 2025 include:
Robi
Introduced a GenAI-powered chatbot Agent Assistance with copilot support, replacing the RuleDriven Bot
Enabled new unified tools to provide a unified view of customer interactions across channels, improving response time and service quality
Smart
Implemented AI-powered fraud detection to strengthen risk prevention and protect customers
Used AI-driven analytics to optimise call-centre workforce planning and improve service efficiency
Conducted AI training programmes for employees to build internal digital and analytical capabilities
Boost
Enhanced Boba Bot in the Boost Wallet and launched it in the Boost Bank app, reducing reliance on human customer-service support
Deployed conversational AI to automate MSME lending lead qualification and pre-screening, increasing lead generation and loan disbursement
Updated alternate data credit-scoring models with strategic partners to expand credit-assessment capabilities
EDOTCO
Deployed Artificial Intelligence Robotic Automation (AIRA) enterprise AI assistants across supply chain, legal and governance functions, improving productivity and enabling policy-aligned decision support
Introduced NaPA GPT to provide natural-language access to network and geospatial insights, accelerating analysis and decision-making
Applied AI-assisted analytics for commercial and asset decisions, supporting faster scenario evaluation and business insight
Innovating to Drive Advancement
Digitisation and innovation are central to our performance and resilience as an organisation. With rapid advances in cloud computing, AI, IoT, 5G and edge computing, we have the opportunity to not only enhance our operational efficiency and service delivery but also unlock data-driven decision-making and develop digital solutions that expand our revenue generation potential. These efforts are supported by robust cyber security practices and responsible technology use, which is critical to managing operational and trust‑related risks and sustaining confidence in Axiata as a leading digital player.
Maxisiming Value Through AI
AI plays a key role in our transformation into a Telco-TechCo, with the Axiata. AI programme building AI-powered telco operations, strengthening intelligent digital assets through data and cloud capabilities, and developing AI-enabled products and services across our digital businesses.
At the OpCo level, we leverage AI to enhance operational efficiency, improve customer experience and unlock new value across networks, platforms and digital services. Advancements made in 2025 include:
Robi
Introduced a GenAI-powered chatbot Agent Assistance with copilot support, replacing the RuleDriven Bot
Enabled new unified tools to provide a unified view of customer interactions across channels, improving response time and service quality
Smart
Implemented AI-powered fraud detection to strengthen risk prevention and protect customers
Used AI-driven analytics to optimise call-centre workforce planning and improve service efficiency
Conducted AI training programmes for employees to build internal digital and analytical capabilities
Boost
Enhanced Boba Bot in the Boost Wallet and launched it in the Boost Bank app, reducing reliance on human customer-service support
Deployed conversational AI to automate MSME lending lead qualification and pre-screening, increasing lead generation and loan disbursement
Updated alternate data credit-scoring models with strategic partners to expand credit-assessment capabilities
EDOTCO
Deployed Artificial Intelligence Robotic Automation (AIRA) enterprise AI assistants across supply chain, legal and governance functions, improving productivity and enabling policy-aligned decision support
Introduced NaPA GPT to provide natural-language access to network and geospatial insights, accelerating analysis and decision-making
Applied AI-assisted analytics for commercial and asset decisions, supporting faster scenario evaluation and business insight
