Making AI work for Singapore enterprises

Singapore’s Yong Kang TCM Clinic introduced a generative AI chatbot to ease pressure on its customer service team as its business expanded across 19 outlets in Singapore, Malaysia and Indonesia. The case illustrates how practical AI tools can help businesses respond to customers more quickly, while also showing the work needed to choose and adapt a solution responsibly.

The chatbot handles common enquiries on the clinic’s website and was piloted with staff reviewing its answers and building a knowledge base on services and terminology. Response times fell from about 30 minutes to under five. IMDA’s 2026 Singapore Digital Economy Report found that SME AI adoption rose from 14.5 per cent in 2024 to 23.4 per cent in 2025, though 54.7 per cent of enterprises without AI cited their small size as a reason.