Kuala Lumpur: Maxis, Malaysia’s leading integrated telecommunications company, has introduced an innovative customer service tool named Mia (Maxis Intelligent Assistant), specifically designed for its business clients. This generative artificial intelligence (Gen AI) powered concierge service aims to enhance the customer experience on the Maxis Business Hub (MBH) digital self-service portal.
According to BERNAMA News Agency, Mia combines conversational AI technology with intelligent workflow automation, allowing businesses to manage their roaming services seamlessly. As part of Maxis Business, the B2B division of Maxis, Mia offers a sophisticated AI-driven solution that provides round-the-clock instant roaming support, smart recommendations, and personalized suggestions.
Maxis highlighted that Mia enables customers to access information and complete tasks related to their accounts and services through a conversational interaction style. This innovative approach ensures a faster and more intuitive experience, reducing the time spent on inquiries and allowing businesses to focus on their core operations.
Maxis Chief Enterprise Business Officer, Prateek Pashine, emphasized the company’s commitment to using AI as a tool for innovation. By integrating Mia into their digital platforms, Maxis aims to provide an intuitive interface that empowers customers to manage their services efficiently. Mia’s contextual intelligence allows it to understand user intent and interactions, thereby improving the overall customer experience.
The development of Mia is powered by cutting-edge AWS technology, utilizing Amazon Bedrock and a leading large language model (LLM). This groundbreaking solution leverages AWS’ industry-leading cloud infrastructure to its fullest potential. AWS Malaysia country manager, Pete Murray, noted that Maxis’ launch of Mia showcases how Malaysian enterprises can leverage generative AI through Amazon Bedrock to transform customer experiences. Murray also expressed enthusiasm for the ongoing partnership with Maxis, aimed at delivering top-tier services to customers using AWS technology.
According to the statement, Maxis has been integrating AI, machine learning, and Generative AI across its operations to enhance efficiency and improve customer experiences. The company continues to seek new ways to harness these capabilities, driving digital innovation and delivering greater value to both its business-to-consumer (B2C) and business-to-business (B2B) clients.