Overview

As a Customer Experience Virtual Agent and Agent Assist Intern at Maxis, you will support the end‑to‑end development and optimisation of GenAI‑powered customer experience solutions, focusing on both pre‑agent virtual support and during‑agent assist tools.

Responsibilities

• Support end‑to‑end delivery across the GenAI lifecycle (ideation, discovery, build, testing, rollout and optimisation) for Virtual Agent and Agent Assist initiatives.
• Collaborate cross‑functionally with CX operations, product, design, engineering, data/AI, QA, knowledge/content and business teams to deliver seamless experiences across channels and touchpoints.
• Translate business priorities into actionable requirements by documenting use cases, customer/agent journeys, functional needs and acceptance criteria; support alignment across stakeholders.
• Improve Virtual Agent (pre‑agent) experiences by refining conversation flows, prompts, fallbacks, esc...