Malaysian telecommunication firm Maxis has on Wednesday introduced Miya (Maxis Intelligence, Your Assistant), making it the first telco in Malaysia to launch a generative artificial intelligence (gen AI)-powered conversational in-app assistant in collaboration with Google Cloud.
Maxis said in a statement that the launch of Miya marks the latest milestone in the strategic collaboration between the two firms, which focuses on using enterprise AI and data analytics to transform business and customer experiences.
According to the statement, Miya is built using Google Cloud’s Customer Engagement Suite, which includes turnkey solutions and grounded Gemini models.
The new assistant is designed to transform the Maxis app experience by moving away from traditional menu navigation to more intuitive and seamless conversations.
It is capable of understanding and dynamically responding to customer queries and needs, providing instant, personalized support to save customers time.
Key features available directly within Miya’s chat window include bill management, roaming, contract check.
In addition to these functions, Miya serves as a knowledgeable guide to Maxis’ products and services.
It assists customers with general help and navigation, making it easier to explore the latest devices or understand different postpaid plans.
“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, she opined that Maxis is establishing itself at the forefront of harnessing best-in-class, enterprise-grade AI to elevate customers’ self-service experiences across all touchpoints.
This initiative builds on Maxis’ early adoption of Google Cloud’s AI platform tools, including the internal use of Gemini Code Assist for accelerating software development and piloting customer service use cases with Vertex AI and Gemini models in 2024.
Maxis’s enterprise business has also equipped its digital self-serve portal with a gen AI-powered concierge service named Mia for businesses.
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