Deploy a Vietnamese-first agentic service layer for outage communication, guided diagnostics, and appointment management — cutting avoidable truck rolls and repeat fault calls across the fiber base.
FPT Telecom, part of FPT Corporation, is one of Vietnam's leading broadband providers with millions of fiber subscribers plus the FPT Play TV/streaming service and the Hi FPT self-care app.
Public factParent FPT Corporation is itself a major technology-services exporter with publicly announced AI investments — internal build appetite is real, which shapes how to position an external platform.
Public factISP contact volume concentrates in outage windows: one neighborhood fault generates hundreds of identical calls that proactive messaging could suppress.
Reasoned inferenceA meaningful share of technician dispatches are avoidable router-restart or configuration issues resolvable in a guided conversation.
Reasoned inferenceBundled upsell (broadband + FPT Play + camera) via service conversations is an untested revenue lever.
Seller hypothesis — validateValidate with the account team before outreach: OSS/network-status API availability for area-level outage detection · Share of dispatches closed with no physical fault found · Group-level build-vs-buy stance on conversational AI
Strong internal engineering — sell infrastructure, models, governance, or selected capabilities
Evidence: Parent FPT's FPT.AI already sells conversational AI — chatbots and voicebots — commercially in Vietnam; the group will not buy a competing stack. The realistic entry is selling Gemini model quality, multilingual speech, and governance capabilities that slot inside FPT.AI-run deployments rather than displacing them.
Why they won't build the full stack: FPT does build — but frontier-model reasoning, production evaluation frameworks, and elastic multilingual speech are capabilities FPT.AI cannot replicate economically. Co-building keeps FPT the platform owner while Google supplies the intelligence layer, which the group can also resell.
FPT Corporation publicly reports double-digit technology-services growth and heavy AI investment, including an announced AI-factory partnership with NVIDIA.
GTM implication: Position Gemini models and governance inside the group's own AI stack — a story FPT can resell to its clients, not a platform displacement it will resist.
| Workflow | Why it matters here | Value | Complexity | Speed | Channels |
|---|---|---|---|---|---|
Fault diagnosis & outage communication Proactive outage notices by area, guided diagnostics in Vietnamese, dispatch only when physically necessary. | Outage-window call storms and avoidable truck rolls are the two largest controllable costs in ISP service. Friction today: Customers call repeatedly during outages; agents re-explain the same status; simple faults still create dispatches. | ZaloVoiceHi FPT app | |||
Appointment & installation management Confirmations with one-tap reschedule against live technician calendars. | Missed installation windows waste technician capacity and start relationships badly. Friction today: Reschedules require calls; no-shows are discovered at the door. | ZaloSMSVoice | |||
Billing & retention conversations Policy-bounded renewal offers in two-way conversations; save rates attributed. | Contract-end churn in competitive urban areas is offer-sensitive and time-sensitive. Friction today: Retention outreach is capacity-limited and untargeted. | ZaloVoice |
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 FPT Telecom's measured baseline. Package price covers implementation only; recurring usage billed separately.
Why this package for FPT Telecom: A single high-volume workflow (fault and outage handling) with one OSS/ticketing integration is the fastest credible proof inside a technically sophisticated group.
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.
“FPT sells digital transformation to the world; your own subscriber experience is the reference case. An agentic service layer makes FPT Telecom the group's flagship AI-operations story.”
“This complements the group's AI stack rather than replacing it — Gemini-grounded agents on your OSS and ticketing systems, deployable in weeks, with your teams owning the roadmap.”
“Truck rolls are your unit-cost anchor. Guided diagnostics that filter avoidable dispatches pay for the platform on their own.”
“Outage days stop being all-hands emergencies: proactive area notices suppress the storm, and your agents handle only the cases that need judgment.”
“Consent-governed Zalo outreach under Decree 13, with complete interaction logs — proactive messaging that stays inside Vietnam's data-protection lines.”
“A fixed-scope Launch pilot measured on two numbers you already track: repeat-call rate during outages and avoidable-dispatch share.”
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.
Major Vietnamese ISP with millions of broadband and FPT Play subscribers; strong inbound-service fit, but deal size is moderate and the FPT group's own AI ambitions mean the entry must position Tilicho + Gemini as accelerant, not competitor.
Quantify outage-window repeat-call volume with the care team and scope a one-region fault-handling pilot on Zalo.
Entry: Fault diagnosis & outage communication · Launch package · 8–10 weeks to a live, measured pilot. 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.