Give TM an agentic layer for Unifi install and repair coordination, outage communication, and billing service in Bahasa Malaysia, English, Mandarin, and Tamil — cutting truck rolls and churn while TM One takes the same capability to enterprise customers.
Telekom Malaysia is the fixed-line incumbent and national fiber wholesale provider, with Unifi serving roughly 3 million broadband customers and TM One serving enterprise and government segments.
Public factTM formed the TM Nxera joint venture with Singtel's Nxera to build an AI-ready data-center campus in Johor (initial 64MW, scalable toward 200MW), with first-phase commercial operations targeted from 2026 — signaling group-level AI-infrastructure ambitions.
Public factFixed-broadband service economics are dominated by truck rolls and repeat faults; every avoidable dispatch for a router-level issue is direct margin loss on a price-competitive base.
Reasoned inferenceMalaysia's Mandatory Standards on Quality of Service (MCMC) put regulatory weight behind resolution and installation timeliness — making instrumented, deflection-capable service a compliance asset.
Reasoned inferenceAs a Khazanah-linked GLC, TM's procurement favors governed partnerships; its data-center JV pattern (partnering with Singtel rather than building alone) is the template for how platform capability arrives.
Reasoned inferenceTM One could resell or co-deliver the same agentic capability to its enterprise and government customers, turning a service deployment into a channel partnership.
Seller hypothesis — validateValidate with the account team before outreach: OSS/diagnostics API accessibility for line-status grounding · Avoidable-dispatch share and truck-roll unit cost · TM One's appetite to co-sell agentic service to enterprise customers
Technically capable but needs industry workflows, integration, acceleration, or managed operations
Evidence: TM has genuine engineering depth in networks and a group-level AI-infrastructure agenda, but its platform pattern is partnership — the Nxera data-center JV being the template. Customer-facing conversational capability will arrive the same way: a governed partner platform integrated by TM, not an internal build competing with network priorities.
Why they won't build the full stack: TM's engineering advantage is fiber and infrastructure, not conversational software; with MCMC metrics and price competition pressing now, a partner-delivered layer monetizes deflection this year while the group's AI capital stays focused on the data-center bet.
TM formed the TM Nxera JV with Singtel's Nxera for an AI-ready data-center campus in Johor (64MW initial, scalable to ~200MW), with first-phase operations targeted from 2026.
GTM implication: Group strategy is publicly committed to AI infrastructure — an agentic service layer for its own base is the natural, board-legible complement.
Results commentary emphasizes cost discipline and convergence competition in fixed broadband.
GTM implication: Dispatch-deflection economics and churn defense fit the stated margin narrative directly.
| Workflow | Why it matters here | Value | Complexity | Speed | Channels |
|---|---|---|---|---|---|
Unifi fault triage & repair coordination Guided diagnostics with line-status grounding in four languages, router-level fixes in-conversation, visits booked and confirmed with proactive reminders. | Dispatch avoidance is the largest addressable cost pool in the consumer business. Friction today: 'No internet' reports arrive without diagnostics; technicians dispatch for issues a guided reboot fixes; visit windows are missed on both sides. | WhatsAppIn-app chat (MyUnifi)Voice | |||
Outage & maintenance communication Affected subscribers proactively notified with restoration estimates; inbound status questions answered from the incident feed. | Area outages create concentrated spikes and MCMC-visible dissatisfaction; proactive status suppresses both. Friction today: Planned maintenance and outages generate thousands of identical calls the contact center cannot answer better than a status page. | WhatsAppSMSVoice | |||
Billing service & payment outreach Bill items explained from billing data, disputes intaken conversationally, payment links in-channel, policy-timed reminders before suspension. | Billing disputes and late payments are steady volume where in-channel resolution and payment links beat hotline queues. Friction today: Bill-explanation calls queue at month-end; payment reminders are one-way SMS. | WhatsAppIn-app chatVoiceSMS |
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 Telekom Malaysia's measured baseline. Package price covers implementation only; recurring usage billed separately.
Why this package for Telekom Malaysia: Fault triage, install coordination, and billing service across Unifi's base are three high-volume workflows on one OSS/BSS backbone; the multilingual requirement is native to Malaysia's market, not an add-on.
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.
“TM is building AI infrastructure for the nation through TM Nxera; the service layer is where the group's own customers should feel that ambition first. Agentic operations make Unifi's scale an efficiency asset instead of a cost curve.”
“One integration into OSS, field-service, and billing powers triage, outage, and billing workflows — partner-delivered under GLC procurement, consistent with how the group already partners for platform capability.”
“Truck rolls fall to the visits that need trucks, outage spikes are absorbed by proactive status, and month-end billing queues move to in-channel resolution — in all four languages, around the clock.”
“Repeat-fault contacts, missed visits, and MCMC quality metrics all become instrumented and improvable — churn defense on a price-competitive base without price cuts.”
“MCMC quality-of-service reporting and PDPA consent ride on 100% logged interactions — regulatory evidence generated as a byproduct of better service.”
“The business case is dispatch arithmetic plus churn: avoidable truck rolls at incumbent cost versus sub-dollar interactions, measured monthly — with TM One resale upside as the strategic kicker.”
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 fixed-line incumbent and national fiber backbone — Unifi's ~3M-strong broadband base, the TM One enterprise arm, and the TM Nxera AI-data-center JV with Singtel — where install scheduling, fault triage, and multilingual mass-market service meet a GLC that partners for platforms rather than building them.
Quantify avoidable-dispatch share and repeat-fault contact rates for one state, then pilot guided triage on WhatsApp with TM One observing for enterprise resale potential.
Entry: Unifi fault triage & repair coordination · 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.