Technical Training Delivered to SUK Penang on Chatbot Integration

On 21 July 2025, a comprehensive technical training session was conducted for Setiausaha Kerajaan Negeri Pulau Pinang (SUK Penang) at KOMTAR, Penang, aimed at strengthening the state’s digital service capabilities through the integration of chatbot technology into its official website and web-based services.

The full-day session brought together SUK Penang’s IT personnel and digital transformation team to explore how conversational AI can improve government-citizen interaction. With growing expectations for real-time, responsive services, the implementation of chatbots represents a strategic step towards modernising service delivery and expanding accessibility for the rakyat.

Key areas covered during the training included:

• Chatbot architecture design – covering both rule-based and AI-driven approaches

• API integration – enabling real-time connectivity with internal databases and web services

• User experience and interface best practices – ensuring a citizen-friendly interaction layer

• Security and compliance – focusing on data protection and safe deployment within public sector environments

Attendees were also guided through practical demonstrations and hands-on exercises to simulate real-world chatbot integration scenarios. By the end of the session, participants had developed a clear roadmap for implementation, aligned with SUK Penang’s broader digital goals.

This training reflects SUK Penang’s proactive commitment to leveraging emerging technologies for the benefit of public administration. It also reinforces the importance of continuous capacity-building within government agencies as Malaysia moves towards a more connected, transparent, and efficient digital ecosystem.