Maxis launches Miya, a friendly assistant in its app
In plain words
The Malaysian telco built Miya with Google so customers can manage their accounts by just asking.
Still a trial: Launched in the Maxis app.
Source: maxis.com.my ↗
How to do it yourself
Our suggested steps. The company didn't publish theirs.
- 1
List the 10 account tasks customers ask about most (balance, bookings, changes, payments).
- 2
Connect WhatsApp Business to Respond.io or Tidio.
- 3
Load your FAQs and the prompt below; connect one lookup (booking/order status).
- 4
Test with staff, then announce 'Message us on WhatsApp' on your site and receipts.
- 5
Review chats weekly and add missing answers.
The instructions to give the AI
Paste this into ChatGPT (the free plan is fine), swap the [brackets] for your details, and test it on a few real examples.
This is one part of the setup. It won't connect to your phone, inbox or other apps on its own; the steps above cover that.
Agent instructions (prompt)
You are [business]'s WhatsApp assistant. Help customers check [orders/bookings/balance] using the lookup result provided, and answer questions from the FAQ. Use short messages and emojis sparingly. For payments or changes, send the secure link [link]. Hand over to a person if asked or after 2 failed attempts. FAQ: [paste]
[Highlighted] = replace with your own details before you run it.
What you should get back: "Your order #8812 is out for delivery today — driver ETA 3-5pm. Need anything else?"
Written by Quickly and Good, inspired by this case.
More detail: tools, prices and what you'll need
The company used: Google Gemini
You could use: WhatsApp Business + an AI agent (Tidio, Respond.io or Twilio + ChatGPT)
- Google Gemini
Google's AI assistant, built into Workspace (Gmail, Docs, Sheets).
See pricing · Official site ↗
- ChatGPT
General AI assistant: writes, summarises and answers from files you give it.
Free plan; paid plans available · Official site ↗
- Tidio Lyro
Website chat with an AI agent for small shops; answers FAQs and captures leads.
Lyro from $32.50/mo · Official site ↗
Prices from each tool's own pricing page, checked Oct 2026.
What you'll need
- ☐A WhatsApp Business API account (approval can take days)
- ☐A messaging/automation platform to run the agent
- ☐Connection to your calendar, booking or order system
- ☐A knowledge base of your FAQs, prices and policies
- ☐The agent instructions (prompt)
- ☐Testing with real customer questions
- ☐Hand-off to a person in the same chat
Can I do this myself?
Possible with no-code tools, but WhatsApp API setup is fiddly. Hire a builder if you have not done it before.
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