CapitaLand Investment recognised for retail excellence at the Asian Innovation Excellence Awards 2025

The company’s AI-powered chatbot, Casey, transformed customer engagement and streamlined service operations across its retail portfolio.

CapitaLand Investment received an accolade in the Singapore Customer Experience Innovation of the Year - Retail category at the Asian Innovation Excellence Awards 2025, recognising its success in improving customer engagement and operational efficiency through artificial intelligence.

Headquartered in Singapore, CapitaLand Investment launched Casey 1.0 in June 2023 to extend customer support beyond normal retail hours. Casey 1.0 provided shoppers with immediate self-service options. Routine questions could be resolved quickly, allowing service teams to focus on matters that required human intervention.

In May 2024, CapitaLand Investment introduced Casey 2.0, integrating ChatGPT to strengthen the chatbot’s capabilities. The upgrade brought machine learning and natural language processing, enabling Casey to interpret tone, intent, and emotion with greater precision. Since its rollout, over 40% of calls and emails have been redirected to self-help channels, leading to about 17% savings in operating costs.

Casey 2.0 operates on a framework that combines Retrieval-Augmented Generation (RAG), multi-agent orchestration, predictive analytics, and cloud integrations. RAG improves response accuracy by retrieving information from verified data sources before generating answers. Multi-agent orchestration allows the system to manage several tasks at once, maintaining stable and timely responses. The predictive element analyses previous interactions to identify common issues, whilst cloud integration supports consistent performance across CapitaLand Investment’s retail network. Together, these components enable the chatbot to handle complex queries and capture insights into shopper behaviour for further analysis.

CapitaLand Investment is now exploring new analytical and language features for Casey. The goal is to refine its ability to interpret customer needs and continue improving service interactions across its retail network.

The Asian Innovation Excellence Awards honours companies that achieve measurable outcomes and address key challenges through innovation and operational improvement, recognising initiatives that drive meaningful progress across diverse industries in the region.

The Asian Innovation Excellence Awards is presented by Asian Business Review. To view the full list of winners, click here. For more information on the awards programme, you may contact Julie Anne Nuñez-Difuntorum at (+65) 3158 1386 ext 242 or at [email protected].