Maxis has recently launched Miya (Maxis Intelligence, Your Assistant), the first generative AI-powered in-app assistant by a telco in Malaysia, in collaboration with Google Cloud.
Using Google Cloud’s Customer Engagement Suite and Gemini models, Miya enhances the Maxis app experience, replacing traditional navigation with intuitive conversations. It understands and responds to customer queries, offering personalized support to save time.
Key features available directly within Miya’s chat window include:
- Bill Management: Users can manage payment methods, set up direct debit, and analyse their bills.
- Roaming: Customers can receive personalised recommendations for roaming passes and pre-schedule them.
- Contract Check: The assistant allows users to review their contract details.
Miya is a helpful guide for Maxis’ products and services. It assists customers with general inquiries and navigation, making it easier to explore new devices and understand postpaid plans.
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.”
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. With Miya, Maxis is establishing itself at the forefront of harnessing best-in-class, enterprise-grade AI to elevate customers’ self-service experiences across all touchpoints.”
Miya is slowly being made available to users of the new Maxis app. The app has a brighter and simpler layout for easier navigation. Customers can download the latest version from the Apple App Store or Google Play Store.