Kuala Lumpur — 28 April 2025: KPJ Healthcare Berhad (“KPJ Healthcare” or “the Group”), Malaysia’s largest network of private healthcare provider, is collaborating with IBM Malaysia Sdn. Bhd.  and IBM Business Partner GlobeOSS Sdn.Bhd. to redefine patient services with an AI-powered chatbot built using IBM watsonx technologies. With this collaboration, it is possible for KPJ Healthcare to  enhance service delivery and improve patient experience across KPJ Healthcare’s 30 specialist hospitals, including the newly opened KPJ Kuala Selangor.

The collaboration is intended to enhance KPJ Healthcare’s ability to manage routine patient information requests through an AI-powered chatbot that provides 24/7 responses to frequently asked questions, specialist details and appointment scheduling. Designed for timeliness and ease of use, the platform may enable patients to conveniently access essential information and services

“With this AI-powered chatbot, we are able to deliver timely and accurate information to support our broader goal of building a smarter, more connected healthcare system. It reflects our commitment to purposeful innovation that enhances the way we care for our communities. IBM’s technology helps bring this vision to life. This initiative is part of KPJ’s ongoing transformation, anchored by the KPJ Health System, where clinical care, education and research come together to drive better patient outcomes,” said Chin Keat Chyuan, President and Managing Director of KPJ Healthcare.

“Our collaboration with KPJ Healthcare, together with our ecosystem partner GlobeOSS, represents a major milestone in advancing patient engagement and transforming healthcare services in Malaysia and beyond,” said Dickson Woo, Country General Manager and Technology Leader, IBM Malaysia. “At IBM, we are committed to driving progress through innovation, and today's collaboration demonstrates how the fusion of technology and industry expertise can help to deliver smarter, more efficient, and patient-centric solutions.”

The chatbot was built using watsonx.ai, IBM’s enterprise-grade AI developer studio, as well as IBM Watson Discovery for intelligent document understanding. The solution is intended to enable KPJ Healthcare to provide patients with quick, convenient access to answers for routine inquiries. The technology combines deep learning, machine learning, and natural language processing (NLP) capabilities to understand questions, provide accurate answers, and complete transactions through conversational AI.

About KPJ Healthcare

KPJ Healthcare Berhad operates a network of 30 hospitals across Malaysia, supported by four Ambulatory Care Centres in Kuala Lumpur, Pahang, Perak and Selangor. With more than 1,491 medical consultants, KPJ Healthcare provides quality care to over 3.3 million patients annually. 19 KPJ hospitals are accredited by the Malaysian Society for Quality in Health (MSQH), while four hold Joint Commission International (JCI) accreditation, reflecting its commitment to world-class healthcare standards.

As Malaysia’s first private healthcare provider to establish an Academic Health System (AHS), KPJ Health System integrates clinical care, education and research to drive medical advancements, enhance patient outcomes and cultivate a culture of continuous innovation.

Beyond hospital services, KPJ Healthcare operates 11 Klinik Waqaf An-Nur (KWAN) clinics, nine dialysis centres and 10 mobile clinics nationwide. One of its KWAN clinics has received MSQH accreditation, further strengthening its mission to provide accessible and high-quality healthcare to underserved communities.

On the education front, the KPJ Healthcare University (“KPJU”) located in Negeri Sembilan offers more than 40 programmes from Foundation to PhD.  This supports KPJ Healthcare’s ongoing expansion by ensuring a steady pipeline of well-trained, experienced healthcare professionals.

KPJ Healthcare has been a constituent of the Bursa Malaysia FTSE4Good Index since 2016.

About IBM

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Media Contact:
Trista Efendi
External Relations Leader, IBM Malaysia
trista.efendi@ibm.com