Why Titian Works
What you get that most AI vendors do not offer
A lot of AI services start with a product and fit your business around it. We start with your business and find out what, if anything, fits.
Back to HomeAt a glance
Six things that distinguish how we work
Observation before recommendation
We spend time watching a real working day before we write a single note.
English and Bahasa Malaysia
Reply assistants work in both languages from day one, tuned to your business voice.
No lock-in at any stage
Each service is self-contained. Cancel the retainer and take your configuration with you.
Written output every time
Every session ends with a document, not just a debrief call that is hard to act on later.
Human escalation built in
Assistants pass the right conversations to people. We write the rule — your team does not guess.
Flat, transparent prices
RM 125, RM 480, RM 640. No scope creep billing, no retainer that quietly expands.
In depth
Each benefit, explained plainly
Small-business context, not enterprise theory
Most AI advice is written for companies with a full IT department and a dedicated project manager. We work with businesses of two to fifteen people, where the owner is also the accounts department and the delivery driver. Our Walkthrough methodology is built for that reality.
- Years spent working with F&B, retail, and services businesses in the Klang Valley
- Sessions scheduled around trading hours, not the other way around
- Recommendations written in plain language, not project management jargon
Typical engagement
A kopitiam owner in Chow Kit wanted to understand if WhatsApp automation was worth exploring. The Walkthrough found that the biggest time drain was actually manual stock tracking, not customer messages. We recommended a simple spreadsheet fix and a one-line WhatsApp reply for hours queries. Total session: four hours. Total cost: RM 125.
How the assistant gets built
We take your past WhatsApp messages and website enquiries, identify the twenty or thirty questions that come up again and again, and build replies for each one in your voice. The first draft comes from real data. The second and third rounds come from your team reading the replies and marking anything that sounds wrong.
Tools chosen for fit, not for impressiveness
We do not have a single platform we are trying to sell. The tools we configure for each business are the ones that integrate with what the business already uses — usually WhatsApp Business, which most KL small businesses run on anyway — and that staff can understand without a training week.
- Configurations built from your own message history, not generic templates
- Setup runs alongside your normal trading — no downtime required
- Tools your staff can manage without referring back to us each time
We stay involved as long as it is useful
The Care Retainer is a monthly arrangement, not a standing subscription that quietly continues. Each month we send a one-page note on what the assistant handled, what it did not, and what changed. Every quarter we have a short conversation about whether the arrangement is worth continuing at all.
- Monthly transcript review and wording adjustments
- One standing hour per month for staff questions
- Catalogue and hours updates whenever your business changes
What the monthly note covers
Volume of conversations handled, topics that came up most often, replies that were unclear or wrong, changes we made, and a note on anything we noticed that the assistant is not yet handling well. One page, not twenty slides.
Pricing in full
No setup fees, no add-on billing, no minimum commitment on the retainer.
Prices that stay the same throughout
Everything is priced upfront. The Walkthrough does not lead to an upsell conversation at the end of the day. The assistant setup does not quietly grow in scope. The retainer does not accumulate extra billing for extra hours. If something needs more work than the quoted scope covers, we discuss that before we do it.
Outcomes you can measure in the first month
The reply assistant handles questions about hours, location, stock, and pricing — the ones that interrupted staff fifteen or twenty times a day. Within the first month, most businesses using the assistant find those interruptions drop significantly, and response times for basic queries drop to under a minute without anyone picking up a phone.
- Fewer repeated enquiries interrupting service staff
- Customers get answers outside office hours
- Staff spend less time on messages and more on the actual work
A note on expectations
The assistant is not a salesperson and it will not generate new customers. It answers questions that existing and prospective customers already have. The value is in time saved, not revenue created. We say this upfront because it is the honest picture.
How we compare
Titian Works vs. typical AI service providers
| What to look for | Typical providers | Titian Works |
|---|---|---|
| Starts by observing your business | Starts with a product | Walks through your day first |
| Bilingual (EN + BM) from the start | Usually English only | Both languages, tuned to your voice |
| Transparent flat pricing | Often scoped after an assessment | Published prices, nothing hidden |
| Configuration handed over on exit | Often retained by vendor | Yours from the start |
| Built from your own messages | Usually a template | Drafted from your actual enquiry history |
| No minimum contract on retainer | Usually 3–12 month minimum | Cancel any month end |
What sets us apart
Distinctive features of our approach
The Walkthrough is a complete product
Most discovery sessions are free because they lead to something. The Walkthrough at RM 125 is a paid, standalone service. If the notes are all you need, that is a fine outcome. There is no follow-up pitch baked into the session.
Escalation rules are written, not assumed
Every assistant setup includes a written escalation rule agreed with your team. Staff know what to expect. Customers are told someone will follow up. Nobody discovers the edge case by accident.
Reply library from real messages
We draft the assistant's replies from your past WhatsApp and email messages. The voice is yours, not a default template. Two rounds of team review mean nothing sounds robotic by the time it goes live.
Quarterly honesty check on the retainer
Every three months we have a short conversation about whether the retainer is earning its keep. If the honest answer is no, we say so. The arrangement is month-to-month and we prefer clients who are there because it is working.
Where we stand
Milestones since we started
47
Walkthroughs completed
2+
Years serving KL businesses
19
Active assistants running
EN+BM
Languages covered as standard
SME Corp Malaysia affiliate member
Listed under the National SME Development Council network of approved business service providers since June 2024.
PDPA-aligned data handling
All customer data handled in line with Malaysia's Personal Data Protection Act 2010. No customer data retained beyond the scope of the engagement.
Next step
Start with the Walkthrough
For RM 125, we spend half a day with your business and hand you a written map of where software would help and where it would not. That is a reasonable way to find out if any of this is worth your time.
Get in Touch