Novartis Malaysia earns top technology honour for incubating AI solution

Award-winning virtual assistant unites multilingual support, real-time enterprise resource planning insights, and human expertise to create a smarter, more seamless support experience.

Novartis Malaysia has won the Digital - Pharmaceuticals category at the Malaysia Technology Excellence Awards 2026, in recognition of its AI-driven transformation of Source to Pay enquiry management. 

The award underscores the organisation’s commitment to advancing smarter, more intuitive ways of working through technology. At the centre of this achievement is an AI-enabled virtual assistant that brings together multilingual support, real-time enterprise resource planning insights, and live agent assistance through a single, streamlined interface. Designed to simplify support for employees, the solution enables users to resolve procurement-related queries with greater speed, ease, and confidence.

Before the introduction of the chatbot, employees often had to navigate multiple channels, including email and knowledge portals, to find answers to Source to Pay questions. This fragmented experience could lead to delays, additional follow-ups, and service tickets that took days to resolve. Today, employees can access support through a conversational interface available around the clock, with guidance delivered in more than 120 languages to support a diverse global workforce.

Integrated directly with the organisation’s enterprise resource planning system, the solution allows employees to retrieve relevant procurement information in real time within the chat itself. For more complex enquiries, users can be guided to raise the appropriate service request or connect with live agents during business hours, creating a more connected and responsive support journey. 

Teh Inn Joo, Head of Novartis Corporate Center Kuala Lumpur (NOCC KL), said the recognition reflects the wider value of digital innovation across the organisation. 

"This award is a proud reflection of what is possible when innovation is guided by purpose. By making it easier for employees to access information and resolve routine enquiries, we are not only improving efficiency and experience, but also unlocking more time and capacity for higher-value work. Ultimately, that allows our teams to stay focused on what matters most, supporting the timely delivery of medicines so we can reach more patients and help improve and extend their lives."

Following its successful rollout in Malaysia, the AI-powered Source to Pay chatbot is now being introduced across other international markets. This expansion reflects the strength of a solution implemented in Malaysia and the calibre of local talent behind it, demonstrating how an incubator can create meaningful impact far beyond our shores. 

The Malaysia Technology Excellence Awards, presented by Asian Business Review, recognises exceptional companies at the forefront of technological innovation and digital transformation, playing a pivotal role in driving Malaysia's rapidly growing economy to greater heights. 

The Malaysia Technology Excellence Awards is presented by Asian Business Review Magazine. To view the full list of winners, click here. If you want to join the 2027 awards programme and be acclaimed for your company's outstanding contributions in pursuit of technological innovation, please contact Danica Avila (+65) 3158 1386 or [email protected].