Royal Malaysian Customs Department Launches New AI Chatbot KIRA

The Royal Malaysian Customs Department (JKDM) has officially launched its new KIRA chatbot and live chat facilities on its official website. The agency announced the introduction of these digital tools on August 17, 2026, aimed at providing the public with a more efficient way to obtain information and seek clarification regarding customs laws and regulations.

According to the original publisher, the chatbot is designed to assist individuals who may find navigating customs procedures challenging. Users can access the AI assistant by navigating to the official JKDM website and clicking on the icon of the female customs officer located in the lower right corner of the screen. This interaction opens a standard text box interface, allowing users to query the AI directly.

Beyond the AI-driven responses, the department has also integrated a live chat feature that allows members of the public to speak directly with human officers. However, it is important to note that this human-assisted live chat service is only available during specific operational hours, which are from 8:00 AM to 5:00 PM, Monday through Friday.

For the average Malaysian traveler or business owner, these digital tools represent a significant shift in how government agencies handle public inquiries. By digitizing access to information, the customs department aims to reduce the confusion often associated with travel and trade regulations. Providing a centralized, accessible digital channel for both automated AI support and human interaction serves to modernize the department’s service delivery, helping citizens secure accurate answers to their questions without the need for in-person visits or traditional phone lines.