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Customer Story
Sarawak Energy Berhad (SEB) is a state-owned, vertically integrated power utility and energy development company headquartered in Kuching, Sarawak, Malaysia. Founded in 1921 and with over 100 years of operational heritage, SEB is responsible for the generation, transmission, and distribution of electricity across Sarawak — serving more than 630,000 customers and a population of 3 million. With a multidisciplinary workforce of approximately 4,500 employees, SEB is actively advancing its digital transformation journey in support of Sarawak’s vision to become a developed state by 2030.
As SEB’s workforce grew and internal policies became more complex, employees faced significant friction in accessing HR and procurement information. HR and procurement teams were overwhelmed by repetitive and time-consuming employee enquiries — ranging from entitlement clarifications under the Terms and Conditions of Service (TACOS) to questions on procurement policy and procedures (PPP). The lack of a centralised, intelligent knowledge access point meant that response times were slow, answers were inconsistent across employee grades and roles, and staff productivity was impacted on both sides of every enquiry.
SEB partnered with Cloocus to design and deploy the SE-BoK (Sarawak Energy Body of Knowledge) Assistant, an AI-powered internal chatbot integrated directly into Microsoft Teams. Built on Microsoft Azure with Azure OpenAI (GPT-4o) and Azure AI Search, the assistant enables employees to query HR policy documents and procurement procedures in natural language and receive accurate, contextually relevant responses in real time. The solution is secured with private endpoints, VNet integration, and managed identity authentication, ensuring enterprise-grade data governance. A clarification-first interaction design ensures employees receive answers tailored to their specific grade or role, mirroring how a knowledgeable HR or procurement officer would respond.
The SE-BoK Assistant delivered measurable improvements across HR, procurement, and employee experience. Response times to common policy queries dropped from hours to seconds, reducing the volume of repetitive enquiries directed at HR and procurement teams. Employees gained self-service access to accurate, up-to-date information without needing to escalate or wait for a response. HR and procurement staff were able to redirect their time toward higher-value tasks, improving overall departmental efficiency. The solution also established a scalable AI knowledge management foundation that can be extended to cover additional internal domains as SEB’s digital transformation continues.
Cloocus Malaysia
A-3A, Jalan SS9A/19, Sunway PJ51A, 47300 Petaling Jaya, Selangor.
Contact: +603-79627921 E-mail: infoMY@cloocus.com
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