Macau, 4 December 2025
Companhia de Electricidade de Macau - CEM, S.A. (CEM) participated in the first ‘The Global Artificial Intelligence Machines and Electronics Expo’, formally launching and showcasing its new intelligent voice bot system. This marks CEM as the first enterprise in Macau to integrate cutting-edge artificial intelligence technology featuring large language models into its customer service framework.
CEM and Pachira International Technology Ltd. (Pachira) jointly established an exhibition booth at the expo, displaying their latest achievements in artificial intelligence and digital services. A dedicated interactive experience zone for the intelligent voice bot attracted numerous visitors to engage firsthand. Test cases conducted by CEM prior to the event revealed that many elderly customers who prefer telephone consultation services responded favourably to the intelligent voice bot, effectively enhancing both customer service experience and operational efficiency. During the morning tour of the exhibition by government leaders including Sam Hou Fai, Chief Executive of Macau; Zheng Xincong, Director of the Macau Liaison Office of the Central People's Government in the MSAR. Bernie Leong, Chairman of CEM Executive Committee, accompanied them on a special visit to the booth. They gained detailed insights into the intelligent voice bot's operational model and participated in interactive demonstrations.
In the afternoon, CEM signed a strategic cooperation framework agreement with Pachira to jointly advance the deep integration of artificial intelligence technology with electricity operations, accelerating the intelligent transformation of the power sector. Benjamin Yue, Principal Advisor to the Executive Committee of CEM, addressed that the intelligent voice bot integrates artificial intelligence with large language model technology to provide round-the-clock multilingual intelligent services to citizens. Leveraging CEM's proprietary knowledge base, it delivers precise operational solutions to customers. For CEM, this technology not only optimizes human resource allocation but also establishes a continuously updatable knowledge repository, offering real-time insights for management decision-making.
Elwin Ho, Chief Executive Officer of Pachira, remarked that when technology attains a certain level of capability, it not only assists enterprises in reducing service costs but also elevates the customer experience to a new tier. Macau's technology enterprises can not only serve the local market but also act as a bridge in technological innovation within the Greater Bay Area. He expressed anticipation for collaborating with CEM and additional partners to ensure technology truly becomes a powerful engine driving the moderate diversification of Macau's economy.
The Strategic Cooperation Framework Agreement between Pachira and CEM was jointly signed by George Zhang, General Manager of Intellignet Customer Service Division of Pachira, and Chris Chao, Director of CEM Customer Service Department. The signing was witnessed by Che Weng Keong, President of IPIM; U U Sang, President of the FDCT; Benjamin Yue, Principal Advisor to the CEM Executive Committee and Elwin Ho, Chief Executive Officer of Pachira.
As Macau's public electricity service provider, CEM consistently prioritizes innovation as its core driver, actively advancing smart infrastructure development. In recent years, CEM has achieved full coverage of smart meters, introduced substation intelligent inspection systems, implemented smart image analysis technology for distribution meters, and optimized its smart grid architecture. Concurrently, CEM continues expanding its electric vehicle charging network while actively applying big data and artificial intelligence technologies. The deployment of the intelligent voice bot will further facilitate the functional transformation and skill enhancement of the customer service team, comprehensively improving operational efficiency and service quality, thereby laying a solid foundation for CEM's digital transformation.
Looking ahead, CEM will deepen the application of artificial intelligence within its power systems, further elevating service quality and operational management standards. The company will broaden the application scenarios for smart power technologies, injecting fresh momentum into the intelligent development of the power sector within the Guangdong-Hong Kong-Macau Greater Bay Area. This will integrate smart services into the daily lives of Macau residents, forging a more intelligent, greener, and more reliable energy future.