Kuala Lumpur, Malaysia – Maxis has introduced Miya (Maxis Intelligence, Your Assistant), becoming the first telecommunications operator in Malaysia to launch a generative AI-based conversational assistant within its mobile app, developed in collaboration with Google Cloud.
The assistant is powered by Google Cloud’s Customer Engagement Suite, which integrates Gemini models and pre-built AI solutions.
Designed to enhance user interaction, Miya replaces conventional menu-driven navigation with a more intuitive, conversational interface. It can interpret user intent, provide tailored responses, and deliver real-time support to improve convenience and efficiency for customers.
“Miya brings our ‘Tomorrow Begins Today’ promise to life, creating an intelligent 24/7 conversational experience that is always learning,” Loh Keh Jiat, chief consumer business officer of Maxis, commented.
He added, “We will continue to enhance Miya with deeper personalisation and omnichannel capabilities to build a truly integrated and future-ready support system.”
Within Miya’s chat interface, users can perform a range of self-service activities, including managing and reviewing bills, setting up payment options such as direct debit, obtaining personalised roaming recommendations, scheduling passes in advance, and checking contract details and account information.
Beyond customer support, Miya also assists users in exploring Maxis’ product and service catalogue, including device options and postpaid plans.
“The key breakthrough with Miya is its combination of precision and advanced reasoning,” Hana Raja, country manager for Malaysia at Google Cloud, shared.
“This dynamic, gen AI-powered conversational AI agent deeply comprehends the specific intent behind each customer query, delivering tailored information and recommendations that fulfil diverse connectivity and lifestyle needs at scale.”
The assistant is being introduced progressively through the latest version of the Maxis app, which has also been updated with a cleaner interface and simplified navigation. The app is available via the Apple App Store and Google Play Store.
The rollout of Miya marks another milestone in the strategic collaboration between Maxis and Google Cloud to advance enterprise AI adoption and data-driven customer experience initiatives.
The partnership has previously seen Maxis integrate Google Cloud’s AI tools into its operations, including Gemini Code Assist for software development and pilot applications of Vertex AI and Gemini models for customer service enhancements in 2024. Maxis’ enterprise division has also implemented a generative AI-powered digital assistant, Mia, to support business clients through its self-service portal.
