PETALING JAYA, 22 August 2026 (The Capital Post) – CelcomDigi Berhad is bringing agentic artificial intelligence (AI) to Malaysian businesses through the commercialisation of Sophia AI, an AI-powered digital workforce designed to execute tasks, connect systems and orchestrate business processes.
The solution is aimed at helping enterprises and small and medium enterprises (SMEs) move beyond using AI as an assistant, enabling them to automate repetitive work and improve operational efficiency without having to build large technology teams or overhaul their existing operations.
The commercialisation comes as Malaysia steps up efforts to broaden access to AI and develop an AI-ready economy.
While agentic AI has been identified as one of the capabilities to be developed under the national AI agenda, the Ministry of Finance’s Economic Outlook 2026 noted that AI adoption among SMEs remains uneven, with uncertainty over returns on investment and limited access to AI platforms tailored to SME needs among the key barriers.
CelcomDigi Chief Enterprise Business Officer T. Kugan said the company had deployed more than 400 automations across its own operations to generate cost efficiencies and improve customer experience.
“We have seen first-hand how agentic AI can orchestrate processes and create real business value. In building a strong value proposition for Sophia AI, we deployed more than 400 automations across our operations to generate cost efficiencies and deliver better customer experience,” he said.
Kugan said the company was now focused on helping other organisations, particularly SMEs, achieve similar benefits.
“With our agentic AI solution, we can successfully eliminate repetitive administrative tasks while empowering employees to devote time on higher-value work where human judgement, creativity, problem-solving, and meaningful customer engagement makes the greatest difference,” he added.
For the retail and distribution sector, Sophia AI can manage the invoice-to-payment process end-to-end, including reading and validating invoices, flagging exceptions, routing issues to the appropriate personnel, triggering approvals and updating systems automatically.
CelcomDigi said this could help businesses managing large numbers of suppliers, stores and transactions reduce errors and gain better visibility across financial and supply chain operations.
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The technology can also be applied across several other industries.
In manufacturing, Sophia AI can automate workflows across procurement, production, warehousing and finance, covering processes such as supplier documentation, maintenance requests, inventory and delivery records.
In healthcare, it can streamline appointments, claims, referrals, procurement and billing, while public sector applications include applications, document checks, case management, citizen enquiries and reporting.
CelcomDigi said a key advantage of Sophia AI was its customisation, allowing the intelligent architecture system to be tailored to the needs, size and complexity of different businesses.
This allows SMEs to start with processes that matter most to them at a scale suited to their operations and budget.
CelcomDigi will also support businesses throughout the adoption process, from identifying high-value opportunities and integrating AI with existing systems to deploying AI agents and measuring business outcomes.
The company said Sophia AI is supported by its broader enterprise technology capabilities across connectivity, 5G, cloud, data, cybersecurity, Internet of Things (IoT), automation and AI.
As AI moves into its next phase, CelcomDigi said businesses could increasingly shift from individual AI tools towards AI-powered operations, where digital agents work alongside employees to continuously improve how businesses operate. – The Capital Post
