Maxis pioneers gen AI-powered conversational in-app assistant with Google Cloud
Maxis today introduced Miya (Maxis Intelligence, Your Assistant), making it the first telco in Malaysia to launch a generative AI (gen AI)-powered conversational in-app assistant in collaboration with Google Cloud.
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, personalised support to save customers 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.
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 personalisation and omnichannel capabilities to build a truly integrated and future-ready support ecosystem." - Loh Keh Jiat, Chief Consumer Business Officer of Maxis
“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." - Hana Raja, Country Manager, Malaysia, Google Cloud
Miya is being progressively rolled out to users of the latest Maxis app. The app was also recently refreshed with a brighter and more simplified layout for clearer navigation. Customers can download the latest version from the Apple App Store or Google Play Store.
The launch of Miya marks the latest milestone in the strategic collaboration between Maxis and Google Cloud, which focuses on using enterprise AI and data analytics to transform business 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 for accelerating software development and piloting customer service use cases with Vertex AI and Gemini models in 2024. The company's enterprise business has also equipped its digital self-serve portal with a gen AI-powered concierge service named Mia for businesses.
