Kuala Lumpur, Malaysia – Maxis has launched Miya (Maxis Intelligence, Your Assistant), becoming the first telecommunications company in Malaysia to introduce a generative AI-powered conversational in-app assistant, developed in partnership with Google Cloud.
Built using Google Cloud’s Customer Engagement Suite, which features turnkey solutions and grounded Gemini models, Miya aims to enhance the Maxis app experience by enabling more intuitive, conversational interactions instead of traditional menu-based navigation. The assistant can understand and respond dynamically to customer queries, offering instant, personalised support.
Among Miya’s key features are bill management, roaming assistance, and contract checks. Through the chat interface, users can manage payment methods, set up direct debit, analyse bills, receive personalised roaming recommendations, and review contract details. The assistant also helps users navigate Maxis’ products and services, including information on devices and postpaid plans.
Loh Keh Jiat, chief consumer business officer at 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.”
Meanwhile, Hana Raja, country manager for Malaysia ar Google Cloud, commented, “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.”
They added, “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 being gradually rolled out to users of the updated Maxis app, which now features a brighter and more streamlined layout. The latest version is available on the Apple App Store and Google Play Store.
The launch represents the latest step in Maxis’ collaboration with Google Cloud to leverage enterprise AI and data analytics in transforming business operations and customer experiences. The partnership builds on Maxis’ earlier adoption of Google Cloud’s AI tools, such as Gemini Code Assist for software development and customer service pilots using Vertex AI and Gemini models in 2024. Additionally, Maxis’ enterprise division has introduced a similar AI-powered concierge service, Mia, for its business customers.
![[Statement] AirAsia Ph June 4 2026](https://marketech-apac.com/wp-content/uploads/2026/06/Statement-AirAsia-Ph-June-4-2026.jpg)