Deploy an agentic service and collections layer that speaks Malaysia's languages natively — grounding MAE, card, and financing conversations in core systems under BNM-grade governance, with a path to Maybank's regional markets.
Maybank is Malaysia's largest bank by assets and one of ASEAN's leading banking groups, operating across Malaysia, Singapore, Indonesia, the Philippines and beyond, with its M25+ strategy publicly committing major investment to digital and technology transformation.
Public factThe MAE app is Maybank's digital flagship for everyday banking, payments (DuitNow), and lifestyle features across a mass Malaysian base.
Public factMalaysian banking service reality is inherently multilingual — Bahasa Malaysia, English, Mandarin dialect-speakers, and Tamil — which staffed centers cover unevenly across shifts.
Reasoned inferenceScam and unauthorized-transaction anxiety has driven publicly visible fraud-response investments across Malaysian banks; fraud-related contacts spike unpredictably and demand immediate, accurate handling.
Public factIslamic financing products (Maybank Islamic is among the world's largest Islamic banks) add servicing conversations with distinct rules an agent must ground precisely.
Reasoned inferenceA Malaysia-proven agentic layer could replicate to Maybank Indonesia and Philippines with language swaps rather than rebuilds.
Seller hypothesis — validateValidate with the account team before outreach: Group conversational-AI initiatives already underway under M25+ · Contact volume by language and driver across hotline and branch · Fraud-desk process readiness for agentic structured intake
Technically capable but needs industry workflows, integration, acceleration, or managed operations
Evidence: Maybank's M25+ transformation carries a large technology budget, but delivery runs through vendors and partners — the group builds customer experiences like MAE on procured platforms. BNM's RMiT governance expectations further favor hardened, auditable stacks over internal conversational-AI builds.
Why they won't build the full stack: A four-language conversational stack with fraud-grade intake is infrastructure, not differentiation; Maybank's differentiation is distribution, brand, and the regional franchise. M25+ deadlines reward configured outcomes over multi-year platform programs.
The M25+ strategy publicly commits multi-billion-ringgit technology and digital investment, with progress reported in annual disclosures.
GTM implication: Attach to funded M25+ workstreams — procurement moves faster inside an existing transformation envelope than as net-new spend.
| Workflow | Why it matters here | Value | Complexity | Speed | Channels |
|---|---|---|---|---|---|
Card & MAE service resolution Grounded resolution in the customer's language with in-conversation actions (blocks, disputes, limits) and warm fraud-desk handoff. | The highest-volume contact classes — disputed charges, failed DuitNow transfers, card controls — are all groundable in systems Maybank already runs. Friction today: Hotline queues and branch visits for answers the app almost gives; language coverage varies by shift. | VoiceMAE app chatWhatsApp | |||
Scam-report rapid intake Immediate structured intake, card/account actions within policy, instant escalation to the fraud desk with full transcript. | Minutes matter in fraud interception; a 24/7 structured intake in any language protects both customers and the bank's public standing. Friction today: Panicked customers navigate IVRs while transfer windows close. | VoiceWhatsAppApp chat | |||
Financing early-delinquency contact Day-1 multilingual outreach with matrix-bounded arrangements and automatic follow-through. | Auto and personal financing books benefit from dignified, consistent early outreach at full coverage. Friction today: Collector capacity concentrates on later buckets where cure is hardest. | VoiceWhatsAppSMS |
Voice & channel orchestration, telephony, conversational execution, session/state, routing, integration build. Capability coverage validated during implementation.
API access to these systems is the critical-path dependency.
Identity-bound sessions, policy-bounded actions, 100% audit logging, human approvals at defined points, in-tenant intelligence.
All figures are modelling estimates from the labeled inputs above — nothing here is customer-provided yet. The pilot's first job is replacing these assumptions with Maybank's measured baseline. Package price covers implementation only; recurring usage billed separately.
Why this package for Maybank: Four-language coverage across service and collections workflows, integrated with core and card systems, is a Scale-shaped deployment; regional replication (Indonesia, Philippines, Singapore) is the expansion story.
Packages cover implementation and integration only. Recurring costs are billed separately: Tilicho Labs platform usage (~$0.15/call-min indicative, usage only), Google Cloud consumption, telephony/carrier charges, managed operations, and support & optimization. No package includes unlimited usage.
“M25+ promised differentiated customer experience at ASEAN scale. Service conversations in all four of Malaysia's languages, resolved on first contact, is that promise made tangible — then exported regionally.”
“An agentic layer grounded in core, card, and fraud systems under central governance — one platform your regional entities can adopt as configuration, not new programs.”
“Language-coverage rostering stops constraining service levels, and fraud-intake capacity becomes instant and elastic — the two hardest scheduling problems in your operation.”
“Card disputes and MAE payment issues close in one conversation with actions executed, not tickets raised — the everyday moments that decide primacy.”
“BNM's RMiT expectations, e-KYC rules, and PDPA consent are enforced in configuration with 100% interaction logging — and fraud intake gets faster without getting looser.”
“Deflection across four languages from one deployment beats staffing four language pools across three shifts — the unit economics are structural, not incremental.”
Written from this account's own research — the strategic signal, the capability gap, the entry workflow, and the modelled economics — not a mail-merge template. Pick the moment and the persona, edit anything, then copy or open in your mail client.
Customer-safe by construction: drafts are composed only from customer-facing fields. Account tier, build-vs-buy classification, priority score, internal routing, and partner-commercial detail are not inputs to the composer, so they cannot appear in a draft. Money figures are always framed as modelled from the customer's own volumes. Read before sending — you own what goes out.
Malaysia's largest bank and a top-ASEAN franchise with the MAE app as a regional digital flagship and a publicly funded M25+ transformation program — the scale, budget, and multilingual service reality (Bahasa, English, Mandarin, Tamil) all align.
Executive briefing on a BNM-aligned reference architecture, then scope a card-dispute and scam-intake pilot on voice and WhatsApp.
Entry: Card & everyday-banking service resolution · Scale package · 10–14 weeks to production across priority workflows. Human fallback throughout; success thresholds agreed before build.
Start the pursuitResearch-based priority-account universe assembled from public information, market scale, communication volume, and solution fit. This is NOT an authoritative list of top Google Cloud customers; existing Google Cloud relationships are noted only where publicly reported. Validate every account with the account team before outreach.