This research project (WP1) is led by Prof. Ng See-Kiong, Director of Translational Research from the Institute of Data Science. The project is dedicated to transforming the customer service experience through the strategic integration of next-generation artificial intelligence. Our primary goal is to develop and deploy an intelligent, multi-channel AI agent system that autonomously handles routine inquiries, significantly reducing customer wait times and lowering operational costs. By leveraging machine learning and advanced natural language processing, the system will provide highly personalized, accurate, and consistent support around the clock. The AI will function as a powerful partner to our human agents, automating tedious tasks like ticket routing and summarizing past interactions, thereby freeing the human team to focus on complex, high-empathy issues.