KPJ Healthcare rolls out AI chatbot with IBM watsonx

The AI-powered chatbot across its hospital network was developed through a partnership with IBM Malaysia and GlobeOSS.

KPJ Healthcare has partnered with IBM Malaysia and technology firm GlobeOSS to introduce an AI-powered chatbot that will assist patients in accessing essential services and information more efficiently across its network of 30 specialist hospitals, including the newly established KPJ Kuala Selangor.

The chatbot, created with IBM watsonx technologies, is intended to answer common patient inquiries such as specialist availability, appointment scheduling, and general FAQs. By offering automated, round-the-clock assistance, the system aims to ease administrative burdens and reduce the need for patients to wait in long queues or navigate complex hospital websites to find answers.

"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," said Chin Keat Chyuan, President and Managing Director of KPJ Healthcare. "It reflects our commitment to purposeful innovation that enhances the way we care for our communities."

Chin added that the initiative is part of KPJ's larger digital transformation under the KPJ Health System, which integrates clinical care, education, and research to improve patient outcomes.

The chatbot was created with watsonx.ai, IBM's enterprise platform for creating AI models, and IBM Watson Discovery, which supports intelligent document processing. These tools use machine learning, deep learning, and natural language processing (NLP) to help the chatbot understand and respond to patient inquiries in a conversational manner.

“We’re excited to collaborate with IBM in supporting KPJ Healthcare’s transformative journey. Together, we’ve introduced an AI-powered chatbot that provides patients with real-time access to essential healthcare services. By combining GlobeOSS’s deep expertise in data engineering and language design with the powerful capabilities of IBM watsonx, this innovation delivers greater convenience, speed, and confidence, enhancing every step of the patient care journey,” said Wan-Kuan Ann, CEO of GlobeOSS.

The launch of KPJ's chatbot aligns with a broader trend in Malaysia's healthcare sector, where AI tools are being adopted to support diagnostics, document automation, and operational efficiency. According to a 2025 survey by Nvidia, 63% of healthcare professionals are already using AI-powered tools for many different applications such as drug discovery, image recognition, and inventory tracking.

Locally, the Malaysian Health Technology Assessment Section (MaHTAS) has looked into AI's potential in clinical settings. In one instance, the use of AI-assisted tools in radiology was found to improve diagnostic accuracy among trainees analyzing chest X-rays. As the healthcare sector expands—with Malaysia's healthcare services market projected to exceed $48 billion by 2028—interest in AI-enabled solutions continues to grow.

Despite the momentum, experts note that integration difficulties and data privacy remain significant considerations. Regulatory clarity and secure system design will play an important role in ensuring that AI can be scaled safely and effectively within hospital systems.

With its new chatbot, KPJ Healthcare is taking a step toward streamlining communication between patients and providers—while contributing to a larger shift toward digital healthcare delivery in the region.