CapitaLand Investment clinches three wins at SBR Technology Excellence Awards 2025

It won for its accommodation recommendation engine, innovations in car park management, and generative AI chatbot.

CapitaLand, one of Asia’s largest diversified real estate groups, landed three major wins in the prestigious SBR Technology Excellence Awards 2025 for its technology innovations, including a Two-Tower Recommendation System that powers personalised accommodation recommendations via The Ascott Limited’s (Ascott) web chatbot, a Car Park Prediction System, and Genie AI, its secure and efficient generative Artificial Intelligence (AI) chatbot that enhances internal employee support.

Powering personalised accommodation recommendations

The Two-Tower Recommendation System, which has earned CapitaLand the award in the AI - Hospitality & Leisure category, is designed to enhance the personalisation and relevance of accommodation recommendations for users of Cubby, Ascott’s AI-powered web chatbot that resides on Ascott’s global website DiscoverASR.com.

The solution leverages advanced machine learning techniques to create a highly effective and scalable recommendation engine. Its architecture consists of two separate neural networks, one dedicated to learning user embeddings and the other to learning item embeddings, specifically for Ascott properties.

This bifurcated approach allows the system to learn and process user and item data independently before combining them to make personalised recommendations. The integration of OpenAI embeddings further distinguishes this project, as it utilises advanced natural language processing to convert textual descriptions and amenities information into dense vectors, encapsulating the semantic content of the text.

Leveraging this system, Cubby provides users with a highly personalised and seamless booking experience, increasing satisfaction and loyalty. Since Cubby’s launch, Ascott’s sales and marketing teams have seen higher engagement and conversion rates, translating to increased revenue. Additionally, its ability to process and analyse large volumes of data efficiently positions Ascott as a tech-forward hospitality industry leader in leveraging advanced technologies.

Smarter parking with AI

The company’s Car Park Prediction System, which has won the AI - Real Estate category, leverages AI prediction analytics and real-time data integration to dynamically release seasonal logs for hourly demand.This approach maximises the usage of the car park, increasing revenue and providing drivers with readily available and easily accessible parking spaces.

Furthermore, the model's scalability allows different car parks to use their own usage data to generate models tailored to their needs, ensuring accurate predictions and demonstrating the project's adaptability. Each week, it evaluates the performance of these models based on the latest data and selects the best-performing model for the next week's predictions.

To enhance the system's performance, CapitaLand has adopted a model selection process, utilising seven distinct machine learning models with continuously updated data. This approach ensures the highest level of accuracy in hourly predictions, supported by weekly training.

The Car Park Prediction System has achieved a 15% increase in revenue by forecasting usage patterns and optimising space utilisation. Implemented across 23 business parks and commercial buildings, it has demonstrated scalability and adaptability.

The system has also enhanced community life quality. It allows drivers to easily find parking spaces, especially in busy areas such as the central business district (CBD), enhancing the overall user experience.

Efficient workplace AI assistance

CapitaLand’s Genie AI was recognised in the AI - IT Services category. It combines generative AI capabilities with stringent data security measures, operating within a secure environment to protect sensitive information. The chatbot integrates real-time news and information retrieval through Microsoft Bing search, providing up-to-date and relevant information.

Genie AI offers document summarisation capabilities, enabling employees to quickly understand lengthy documents. It also features an internal policies knowledge base, allowing employees to query and understand company policies without having to read through entire documents.

By operating within a secure internal environment, it has successfully mitigated the risk of data breaches, ensuring that sensitive information remains protected. Meanwhile, the integration with Microsoft Bing search has enabled Genie AI to provide accurate and current information, enhancing decision-making processes.

Genie AI has summarised over 1,000 documents, saving an estimated 500 hours of reading time for employees. It has also handled over 10,000 inquiries, with a 95% satisfaction rate amongst users. There have also been zero data breaches reported since its implementation, highlighting its effectiveness in maintaining data security.

CapitaLand aims to expand the capabilities of the chatbot by integrating it with other internal systems to provide a more comprehensive support solution, as well as with other internal databases to provide stakeholders with the ability to access and analyse their own business unit’s data.

SBR Technology Excellence Awards 2025 celebrates technological innovations in Singapore, highlighting exceptional companies that are riding the digital disruption wave with groundbreaking technology initiatives that have made an impact on the economy.

The SBR Technology Excellence Awards is presented by Singapore Business Review Magazine. To view the full list of winners, click here. If you want to join the 2026 awards programme and be acclaimed for your company's outstanding contributions in pursuit of technological innovation, please contact Jane Patiag at [email protected].