Sagtec Global Limited, a leading provider of customizable software solutions, has unveiled its AI-powered chatbot service aimed at transforming customer engagement for the food and beverage (F&B) sector in Malaysia. The chatbot is seamlessly integrated with Sagtec’s point-of-sale (POS) and online ordering platforms, providing intelligent virtual assistants capable of real-time customer interaction.
Features of the AI Chatbot
- Smart Ordering Handling:
- The chatbot allows businesses to accept and manage delivery and pickup orders through popular messaging platforms like WhatsApp, Facebook Messenger, and integrated web chat channels.
- It automates the order processing, ensuring a smooth and error-free transaction experience for customers.
- Reservation and Queue Management:
- The AI service automates table bookings and provides real-time updates on waiting times, improving customer experience and optimizing in-store operations.
- This feature reduces the manual effort needed for reservation management, offering convenience to both staff and customers.
- Menu Guidance and Promotions:
- The chatbot is capable of instantly responding to customer inquiries regarding menu items, allergens, and pricing, offering a comprehensive digital assistant experience.
- It also promotes current promotions and high-margin offerings, driving sales and encouraging customer engagement.
- Customer Support and Feedback Collection:
- The AI-powered chatbot provides immediate responses to frequently asked questions, addressing common customer concerns with efficiency.
- Post-meal feedback collection is streamlined, enabling F&B businesses to gather valuable insights to improve service and customer satisfaction.
Market Impact and Growth
- Rapid Growth of Malaysia’s F&B Sector:
- The Malaysian food service market is expected to grow from US$15 billion in 2025 to US$28 billion by 2030, reflecting a compound annual growth rate (CAGR) of 13.26%, according to Mordor Intelligence.
- The online food delivery segment is projected to reach US$3.2 billion by 2025, further emphasizing the importance of digital-first customer engagement.
- Changing Consumer Behavior:
- The increasing preference for convenience and digital experiences is driving the demand for mobile-based ordering and intelligent, automated customer support solutions.
- As consumer behavior shifts, businesses need to adopt innovative solutions to stay competitive in the evolving market landscape.
Sagtec’s Role in Digital Transformation
- Empowering F&B Businesses:
- Sagtec’s AI chatbot provides a powerful tool for F&B businesses, allowing them to deliver personalized, responsive service while improving operational efficiency.
- The solution enables businesses to stay ahead of evolving customer expectations, ultimately boosting customer retention and optimizing resource management.
- Expansion Plans:
- Sagtec plans to onboard selected F&B partners in May 2025, with a nationwide rollout across Malaysia expected in the third quarter.
- Following its success in Malaysia, Sagtec will extend the AI chatbot service into regional markets, starting with Indonesia, followed by Singapore and Thailand.
Sagtec’s AI-powered chatbot service represents a significant step forward in the digital transformation of Malaysia’s F&B sector. By automating customer interactions, streamlining operations, and enhancing the customer experience, Sagtec is positioning itself and its partners for success in the rapidly growing food service market across Southeast Asia.
