
Saifuddin: Immigration Dept must embrace AI to raise quality of delivery, efficiency
PUTRAJAYA (July 21): The Immigration Department must embrace the use of artificial intelligence (AI) in services to raise the quality of delivery to the public and efficiency of department operations.
Home Minister Datuk Seri Saifuddin Nasution Ismail said AI integration in the department would indirectly boost productivity and revenue collection for the country.
'Previously, the Immigration Department didn't embrace but now it does so what's going to happen? Firstly, productivity will go up. Secondly, a faster delivery system and thirdly, if it relates to revenue collection, that will go up as well. This is the measure that we must look at when we talk about embracing AI,' he said during his speech when officiating the 103rd Immigration Day, with the theme 'AI leading Immigration Reforms', here today.
He also suggested that the department send officers and personnel to follow special AI courses or programmes at local universities for a period of time.
'Give them leave for a week or two and introduce them to AI-related knowledge. Develop skills to use the rapidly-developing AI tools. For instance, most globally renowned companies using AI technology include Alibaba from China,' he said.
Saifuddin said that the Immigration Department needed to implement people-centric approaches and improvements in its service in line with the intentions of Prime Minister Datuk Seri Anwar Ibrahim.
'Our approach must be people-centric, At the core, it's the people, that's why we need to have improvements to procedures and make things simpler.
'If we need to improvise the system, do it, because we will still remain as the forefront that provides services to the majority of the public,' he said.
He also pointed out that the Immigration Department needed to reaffirm its commitment to integrity by implementing a zero-tolerance policy against any form of corruption or misconduct.
'I hope that the department can give its full commitment in the aspect of integrity as it is the core of our services.
'Wherever misconduct is reported, action must be swift and strengthen an ethical work culture among department staff,' he said, adding that collaboration with the police and the Malaysian Anti-Corruption Commission can be conducted to boost integrity. – Bernama artificial intelligence Immigration Department Saifuddin Nasution Ismail
Hashtags

Try Our AI Features
Explore what Daily8 AI can do for you:
Comments
No comments yet...
Related Articles


Malaysian Reserve
4 hours ago
- Malaysian Reserve
Balancing Automation with Human Support Key to AI-Driven CX, Says Info-Tech Research Group
Newly released insights from Info-Tech Research Group reveal that over-relying on automation can erode customer trust. To help organizations implement AI without losing the human element, the global IT research and advisory firm has published a step-by-step resource for enhancing customer experience through strategic, outcome-driven AI implementation. TORONTO, July 23, 2025 /CNW/ – Rising service costs, disjointed customer journeys, and growing customer impatience are forcing many organizations to rethink how they scale personalization in customer experience. New research from global research and advisory firm Info-Tech Research Group shows that AI can be transformative for customer experience (CX) when used strategically and intentionally. The firm's studies suggest that meaningful improvements come from balancing automation with human support and aligning technology closely with desired customer outcomes. To support this approach, Info-Tech's recently published resource, Implement AI for Customer Experience, provides a comprehensive framework designed to help organizations improve both customer and employee experiences. Rather than pursuing automation for its own sake, the firm's industry experts encourage CX and IT leaders to use AI to anticipate customer needs, support staff with intelligent tools, and personalize service at scale while maintaining the human touch. 'AI presents an extraordinary opportunity to redefine how organizations connect with their customers, turning routine interactions into high-value experiences that drive loyalty and growth,' says Ryan Brunet, principal research director at Info-Tech Research Group. 'By leveraging advanced capabilities like predictive analytics, sentiment detection, hyperpersonalization, and embedding AI within their contact center, companies can anticipate customer needs, resolve issues proactively, and build lasting brand advocacy.' Info-Tech's insights highlight the challenges organizations face as they strive to balance cost-efficiency with customer satisfaction. The comprehensive resource details that relying too heavily on automation, such as call deflection and fast self-service, can result in shallow customer interactions that ultimately damage trust. To succeed in delivering meaningful, AI-powered customer experiences, the firm's research findings suggest CX and IT leaders track key performance indicators and user feedback in real-time, then refine AI capabilities regularly to stay aligned with shifting customer needs and strategic goals. Brunet, Info-Tech's AI expert and author of the blueprint, notes that 'while AI has the potential to reshape the CX, its success depends on tying efforts to meaningful customer outcomes and ensuring teams are fully prepared to support the transformation.' In its Implement AI for Customer Experience resource, Info-Tech outlines the key advantages of using AI to enhance CX within organizations: Operations Efficiency: Automated tools undertake repetitive tasks such as responding to common inquiries, routing service tickets, and flagging urgent cases. With faster access to relevant customer data, frontline teams can make quicker, more informed decisions. Business Growth: Behavioral analytics and intelligent personalization can reveal customer preferences and anticipate future needs. With these insights, organizations can deliver timely, personalized offers that strengthen retention and unlock new revenue through upselling and cross-selling. Customer Experience: AI systems tailor interactions based on customer history and context, which can enable instant support through chatbots or virtual agents. Faster resolutions and more relevant experiences help build long-term customer loyalty. Employee Experience: By using AI to handle repetitive tasks and deliver real-time insights, employees are able to focus on complex issues that require human judgment. This shift can reduce stress, boost engagement, and improve overall performance among staff. Risk and Resilience: With early issue detection and proactive responses, AI can help organizations manage disruptions, while data-backed strategies build adaptable, future-ready service models. 'The future is bright for CX leaders who fully embrace the transformative potential of AI,' explains Brunet. 'With the right strategic alignment, AI becomes more than a piece of the technology puzzle; it becomes the catalyst for deeper engagement, stronger loyalty, and sustainable growth.' For exclusive and timely commentary from Ryan Brunet, an expert in AI and data science applications, and access to the complete Implement AI for Customer Experience blueprint, please contact pr@ Info-Tech's Upcoming Webinar on AI Strategies for Customer Experience To further explore the strategies outlined in the new research, Info-Tech Research Group will host a webinar, Adapt to Uncertainty With an IT Resilience Plan, on August 6, 2025, at 1:00 p.m. EDT. This webinar will equip IT leaders with actionable strategies to improve customer experience outcomes using AI and propel their brand forward while building resilience in a rapidly changing landscape. About Info-Tech Research Group Info-Tech Research Group is one of the world's leading research and advisory firms, serving over 30,000 IT and HR professionals. The company produces unbiased, highly relevant research and provides advisory services to help leaders make strategic, timely, and well-informed decisions. For nearly 30 years, Info-Tech has partnered closely with teams to provide them with everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations. To learn more about Info-Tech's divisions, visit McLean & Company for HR research and advisory services and SoftwareReviews for software buying insights. Media professionals can register for unrestricted access to research across IT, HR, and software and hundreds of industry analysts through the firm's Media Insiders program. To gain access, contact pr@ For information about Info-Tech Research Group or to access the latest research, visit and connect via LinkedIn and X.


New Straits Times
4 hours ago
- New Straits Times
Govt mulls expunging minor criminal records
KUALA LUMPUR: The Home Ministry is considering legal reforms that could allow individuals convicted of minor, non-violent offences to have their criminal records expunged after demonstrating good behaviour for a reasonable period following their release. In a written reply to Subang member of parliament Wong Chen, Home Minister Datuk Seri Saifuddin Nasution Ismail said the ministry is in the process of amending the Registration of Criminals and Undesirable Persons Act 1969 (Act 7), which governs the listing of individuals convicted of offences in the criminal registry. He said the cabinet had agreed in principle to the proposed amendments on May 21 this year. "One of the key proposals is the introduction of a 'spent' mechanism, which allows individuals who do not commit any new offences within a reasonable timeframe to be considered as having no criminal record in the registry," Saifuddin said. "This move is aimed at giving deserving individuals a second chance at life, including opportunities to gain employment or pursue further education, whether locally or abroad," he added. He said stakeholder engagement sessions are ongoing and will continue to be held before the proposed amendments are tabled in parliament.


New Straits Times
4 hours ago
- New Straits Times
PM: Tokenisation and digital assets must benefit all
KUALA LUMPUR: The government will continue to ensure that the implementation of tokenisation and digital assets is inclusive, said Prime Minister Datuk Seri Anwar Ibrahim. In a post on X last night, the Prime Minister said the implementation would also deliver broad benefits to the people and be strictly regulated to ensure the safety and stability of the country's digital ecosystem. Anwar, who is also the Finance Minister, chaired the second Digital Assets and Artificial Intelligence Advisory Council meeting of the year today, which focused on the future of digital assets in Malaysia's capital market. "Among the main agenda items discussed were developments in blockchain technology, tokenisation, post-quantum cryptography, and the launch of the Malaysia Blockchain Infrastructure (MBI), which is a key driver of the nation's digital ecosystem." "This meeting also served as a platform to exchange views on global market trends, the potential of digital assets, and future performance expectations based on technical perspectives from strategic partners," he added. On May 6, the Malaysian Securities Commission issued a consultation paper to gather public feedback on the proposed framework for tokenised capital market products. The paper seeks input on key areas including governance controls, record-keeping and registration requirements, technology risk management, and additional requirements for licensed individuals dealing with tokenised capital market products.– BERNAMA