Malaysian telecom company Maxis has launched Miya (Maxis Intelligence, Your Assistant), becoming the first telco in Malaysia to offer a generative AI-powered in-app assistant. The launch was done in collaboration with Google Cloud.
The introduction of Miya is part of the ongoing strategic partnership between Maxis and Google Cloud, which aims to use enterprise AI and data analytics to improve business operations and customer experiences.
Miya is built using Google Cloud’s Customer Engagement Suite, including ready-to-use solutions and Gemini AI models.
The assistant changes the Maxis app experience by replacing traditional menu navigation with intuitive, conversational interactions. It can understand and respond to customer questions in real time offering personalized support to save customers time.
Miya’s chat window allows users to manage bills, check roaming, and view contracts, while also acting as a guide to Maxis products and services, helping customers explore devices and understand postpaid plans easily.
“With Miya, we’re bringing our ‘Tomorrow Begins Today’ promise to life. We are creating an intelligent, 24/7 conversational experience that is always learning,
“We will continue to enhance Miya with deeper personalization and omnichannel capabilities to build a truly integrated and future-ready support ecosystem,” said Loh Keh Jiat, Chief Consumer Business Officer of Maxis.
Meanwhile, Hana Raja, Country Manager, Malaysia, Google Cloud, said the key breakthrough with Miya is its combination of precision and advanced reasoning.
“Underpinned by Google Cloud’s Customer Engagement Suite and Gemini models grounded on Maxis’ own first-party data, Miya goes beyond the linear, rigid, and scripted responses of traditional AI deployments for customer service,
“This dynamic, gen AI-powered conversational AI agent deeply comprehends the specific intent behind each customer query, delivering tailored information and recommendations that fulfill diverse connectivity and lifestyle needs at scale,” she said.
With Miya, Maxis is positioning itself as a leader in using advanced, enterprise-grade AI to improve customers’ self-service experiences across all channels.
This follows Maxis’ earlier use of Google Cloud’s AI tools, such as Gemini Code Assist for faster software development and Vertex AI and Gemini models for customer service pilots in 2024. Maxis also offers a gen AI-powered concierge called Mia for its enterprise business portal.
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