A social enterprise employing artificial intelligence to assess callers’ emotions in real time was among 30 small and medium-sized enterprises (SMEs) honoured at Singapore’s inaugural SME AI Impact Awards on October 13. The awards, presented during the annual SMEs Go Digital Day, recognise businesses that have developed proprietary AI solutions or effectively implemented off-the-shelf technologies to improve their operations.
Agape Connecting People uses AI-driven sentiment analysis to enable contact centre operators to better understand and respond empathetically to customers during calls. The technology, which was adapted from existing solutions after engaging with staff to identify operational challenges, also compiles customer data from previous interactions. This allows operators to reduce time spent on information gathering and dedicate more time to meaningful engagement, improving overall efficiency, according to the organisation’s founder, Anil David.
One of Agape’s contact centres is located within Institution A4 at the Changi Prison Complex, formerly known as Changi Women’s Prison. The use of AI helps operators de-escalate tense situations and tailor their communications based on callers’ emotional states.
Minister for Digital Development and Information Josephine Teo, who presented the awards, highlighted that selecting suitable AI tools is only the initial step for SMEs. She emphasized that true value is realised when companies build the necessary capabilities, refine processes, and develop talent to fully integrate AI into their core operations. Teo noted that many award contenders had either started as AI natives or rapidly evolved into proficient adopters, providing valuable lessons for other SMEs.
The awards attracted 290 nominations spanning 21 sectors such as early childhood, security, personal care, talent recruitment, and healthcare. Judging criteria included the significance of the business challenges addressed, effectiveness of the AI solution, measurable outcomes like productivity improvements and financial gains, as well as staff training and process transformation.
Another recipient, aquaculture firm Blue Aqua International, integrated AI into its farm management about 18 months ago. Founder and group executive chairman Farshad Shishehchian explained the technology analyses data on water quality and biological indicators from fish and shrimp, with predictive capabilities extending one to two weeks ahead. This has enhanced shrimp feeding efficiency by approximately 30%, reducing feed waste while maintaining growth rates. The AI system also detects water quality anomalies and disease risks several days in advance, facilitating proactive management.
Shishehchian stressed that while AI provides rapid analysis surpassing human capabilities in handling variable factors like environmental conditions and diseases, human workers remain essential for physical tasks. The company encourages staff to leverage AI insights to boost productivity and deepen understanding of operations.
Overall, the awards showcase how SMEs in diverse industries are progressively adopting AI to enhance efficiency, decision-making, and customer engagement, while underscoring the continued importance of human expertise alongside technological innovation.