CapitaLand Investment recognised at Singapore Business Review Technology Excellence Awards 2026

The company transformed its CapitaStar rewards programme to enhance the retail customer journey.

CapitaLand Investment won AI - Retail in the Singapore Business Review Technology Excellence Awards 2026. The company reimagined its CapitaStar lifestyle and shopping rewards programme by launching a receipt-less journey powered by linked payment methods. This system eliminates manual receipt uploads for over 1.9 million members across 29 properties, allowing them to earn rewards automatically whilst they shop and dine.

Central to this digital transformation is Casey, an AI-powered digital concierge integrated within the CapitaStar app. Casey serves as a unified touchpoint for rewards earning, transaction appeals, and member support. The company engineered the chatbot as an intelligent service layer that operates at the core of its loyalty infrastructure.

CapitaLand Investment implemented six specific AI innovations to improve Casey’s performance. The company utilised JSON Schema to standardise transaction and receipt data into machine-readable formats. This strategy improved data accuracy and reduced the need for manual agent intervention during retail enquiries. To further reduce friction, the company introduced a one-click image upload feature for transaction appeals, which improved completion rates for member support.

The company also enhanced its data extraction pipelines to retrieve information from complex retail pages more reliably. This ensures Casey provides accurate responses during peak sales and festive periods. By caching frequently detected intents and entities, the system reduced response latency and system load, resulting in smoother conversational flows for users.

Casey now delivers progressive, token-by-token responses in real time. This streaming approach increased member engagement and reduced drop-offs during complex enquiries. Additionally, the company introduced a thinking status for multi-agent AI workflows, which provides transparency into processing stages and reduces repeated escalations.

Most member enquiries are now resolved end-to-end by Casey. For more complex cases, the AI augments live agents with generated summaries and structured handovers to improve productivity. Since the introduction of these features, many traditional calls and emails shifted to self-service channels, creating operating cost efficiencies.

Amongst members who used Casey to learn about the new rewards experience, over 91% adopted linked payment methods. This shift reinforces member confidence in the receipt-less journey whilst reducing loyalty attrition.

The Singapore Business Review Technology Excellence Awards is the most prestigious awards programme for technological innovations, recognising exceptional companies in Singapore that are riding the digital disruption wave and leading the technological revolution and digital journeys of their respective industries.

The Singapore Business Review 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 2027 awards programme and be acclaimed for your company's outstanding contributions in pursuit of technological innovation, please contact Danica Avila at +(65) 3158 1386 ext 217 or [email protected].

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