More businesses are letting AI make decisions that directly affect customers, including how they handle complaints. But does a bot apology land the same way as a person's?

Alexander Eng, Associate Professor at Asia School of Business, tells us what an effective AI-powered complaints system should actually look like, from giving customers a real channel to flag or push back on a decision, to the mistake recognition and acknowledgements that customers want to hear. 

More businesses are letting AI make decisions that directly affect customers, including how they handle complaints. But does a bot apology land the same way as a person's?Alexander Eng, Associate Professor at Asia School of Business, tells us what an effective AI-powered complaints system should actually look like, from giving customers a real channel to flag or push back on a decision, to the mistake recognition and acknowledgements that customers want to hear.&nbsp;

Helping you navigate the ever-changing universe of business, from headlines to the bottom line

Helping you navigate the ever-changing universe of business, from headlines to the bottom line

Enterprise Explores

Designing an AI That Knows How to Say Sorry

Malaysia has held the top spot on the Global Islamic Economy Indicator for 12 straight years, and other countries are now racing to build sectors of their own. MATRADE’s S. Jai Shankar joins us to talk about how Malaysia built its lead through platforms like MIHAS, and what it will take to maintain the country's position as competition grows. MIHAS 2026 runs from September 23 to 26, with a RM5 billion trade target.

Malaysia has held the top spot on the Global Islamic Economy Indicator for 12 straight years, and other countries are now racing to build sectors of their own. MATRADE’s S. Jai Shankar joins us to talk about how Malaysia built its lead through platforms like MIHAS, and what it will take to maintain the country's position as competition grows. MIHAS 2026 runs from September 23 to 26, with a RM5 billion trade target.

From Malaysia to the World: Malaysia's Halal Playbook

Geeva Samynathan, Founder, Principal Trainer and Behavioral Strength Coach at ECTAA, and co-author of Social Sensitivity in the Changing Workplace, tells us social sensitivity actually means and how it differs from empathy or emotional intelligence. 

We get into how to give direct feedback without losing the message, whether psychological safety and accountability can coexist, and how managers in Malaysia's multigenerational, multicultural workplaces can adapt without falling into stereotypes.

Geeva Samynathan, Founder, Principal Trainer and Behavioral Strength Coach at ECTAA, and co-author of Social Sensitivity in the Changing Workplace, tells us social sensitivity actually means and how it differs from empathy or emotional intelligence.&nbsp;We get into how to give direct feedback without losing the message, whether psychological safety and accountability can coexist, and how managers in Malaysia's multigenerational, multicultural workplaces can adapt without falling into stereotypes.

Sensitivity, Accountability, and the Modern Manager

Bank Negara Malaysia recently found that almost 80% of businesses it engaged with are feeling the squeeze of higher costs. Azfar Asa'ad from CPA Australia and CK Chang, Founder of homegrown apparel brand Ox White, give us two very different vantage points on the same problem, one from the accountant advisory side, one from the frontline of running an SME through this environment. Raising prices might be the obvious move, but is it actually the smart one? We also get into the levers Malaysian businesses have beyond the price tag.

Bank Negara Malaysia recently found that almost 80% of businesses it engaged with are feeling the squeeze of higher costs. Azfar Asa'ad from CPA Australia and CK Chang, Founder of homegrown apparel brand Ox White, give us two very different vantage points on the same problem, one from the accountant advisory side, one from the frontline of running an SME through this environment. Raising prices might be the obvious move, but is it actually the smart one? We also get into the levers Malaysian businesses have beyond the price tag.

Designing an AI That Knows How to Say Sorry

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