KUALA LUMPUR, 15 October — Maxis has introduced Miya (Maxis Intelligence, Your Assistant), becoming the first telecommunications company in Malaysia to launch a generative AI (Gen AI)-powered conversational assistant within its mobile app. The innovation was developed in collaboration with Google Cloud.
Built on Google Cloud’s Customer Engagement Suite, which integrates turnkey solutions and grounded Gemini models, Miya transforms the Maxis app experience by shifting from traditional menu navigation to intuitive, natural conversations. The assistant can understand context, respond dynamically to customer queries, and deliver instant, personalised support — helping users save time and navigate the app effortlessly.
Smarter, Simpler, More Personal
Key features available directly within Miya’s chat window include:
- Bill Management: Manage payment methods, set up direct debit, and analyse bills.
- Roaming: Receive personalised roaming pass recommendations and schedule them in advance.
- Contract Check: Review and track contract details easily.
Beyond these functions, Miya acts as a knowledgeable guide to Maxis products and services, offering assistance with general help, app navigation, and plan exploration, from discovering the latest devices to understanding postpaid options.
Bringing ‘Tomorrow Begins Today’ to Life
Loh Keh Jiat, Chief Consumer Business Officer of Maxis, said:
“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 personalisation and omnichannel capabilities to build a truly integrated and future-ready support ecosystem.”
Harnessing Google Cloud’s AI Strength
Hana Raja, Country Manager, Malaysia, Google Cloud, said:
“The key breakthrough with Miya lies in its precision and advanced reasoning. Powered by Google Cloud’s Customer Engagement Suite and Gemini models grounded on Maxis’ own first-party data, Miya goes beyond the linear, scripted responses of traditional AI systems.
This dynamic, Gen AI-powered agent understands customer intent deeply, delivering tailored information and recommendations that meet diverse connectivity and lifestyle needs at scale. With Miya, Maxis is positioning itself at the forefront of enterprise-grade AI innovation, elevating customer self-service experiences across all touchpoints.”
Strengthening the Maxis–Google Cloud Partnership
Miya is being progressively rolled out to users of the latest Maxis app, which recently underwent a refresh with a brighter, simplified layout for clearer navigation. Customers can download the updated app from the Apple App Store or Google Play Store.
The launch of Miya marks a new milestone in the strategic collaboration between Maxis and Google Cloud, focusing on leveraging enterprise AI and data analytics to enhance both business operations and customer experiences.
This initiative builds on Maxis’ early adoption of Google Cloud’s AI platform tools, including the internal use of Gemini Code Assist to accelerate software development, and Vertex AI and Gemini models for customer service pilots in 2024.
Additionally, Maxis’ enterprise division has introduced Mia, a Gen AI-powered concierge service for businesses via its digital self-serve portal.
