Our Engagements
Three engagements. Each scoped. Each written.
We offer three advisory engagements tailored to where your team is in its AI journey — from initial review through to ongoing stewardship.
← Back to HomeOur Methodology
How we structure every engagement
Each engagement follows the same core discipline: we read your actual correspondence before forming any opinion, we document our findings in writing, and we confirm deployment boundaries structurally before any AI tool touches your data.
We do not arrive with a pre-formed solution. The Customer Operations Review produces a brief that may conclude AI assistance is not yet appropriate for your team — and that is a useful outcome, not a failure. The Drafting & Triage Pilot begins only after a review has confirmed readiness.
The Quarterly Stewardship is available to teams that are already running an AI assist, whether deployed by us or another provider. It gives your COO documented oversight on a quarterly basis.
We read a sample of your actual correspondence, ticket threads, and outage notices before forming any opinion.
Findings and recommendations are written as a structured brief — not a slide deck or verbal walkthrough.
OSS/BSS separation and PDPA data handling are confirmed in writing before any deployment begins.
The four-week supervised period and quarterly reviews keep human oversight active throughout.
Customer Operations Review
RM 1,210
A short engagement where we sit with your customer operations head, one care team leader, and a senior engineer in an advisory capacity. We read a sample of your customer correspondence, tickets, and outage notices, and write a brief on where AI summarisation could ease handling — outside any operational network. The engagement is MCMC-aware throughout.
- Structured reading of correspondence and ticket samples
- Written brief with advisory findings and scope recommendations
- Three-party review session included (ops head, care lead, engineer)
- No access to live OSS/BSS or network management systems
Typical duration: 2–3 working weeks from receipt of correspondence sample. Includes one follow-up walkthrough of findings with your team.
Drafting & Triage Pilot
RM 1,090
A measured deployment of an AI assist for your customer correspondence and ticket triage. The system drafts replies, summarises long ticket threads, and groups similar enquiries for human review. Integration is read-only and outside the OSS/BSS. Includes a four-week supervised period, bilingual training, and a usage policy aligned with MCMC and PDPA.
- Four-week supervised pilot period with active oversight
- Bilingual EN/BM drafting and summarisation
- PDPA usage policy written and reviewed with your team
- All outputs are drafts — human approval required before any reply is sent
Best suited for: Teams that have completed a Customer Operations Review or have already identified specific correspondence workloads they wish to address. Prerequisites are confirmed at engagement start.
Quarterly Stewardship
RM 4,690 / year
A yearly advisory engagement for telco leaders whose teams already use AI assists. Each quarter we sample outputs, audit boundaries, and write a brief for the COO. Includes alignment with MCMC and PDPA, plus a yearly written summary suitable for your board's customer experience committee.
- Quarterly output sampling and boundary audit
- Written COO brief delivered each quarter (four per year)
- Yearly consolidated summary for board customer experience committee
- Open to teams using any AI assist, not only those deployed by velvettwwilight
Best suited for: Operations leaders who need documented governance of an AI assist already in use, particularly where board-level customer experience reporting is expected.
Decision Guide
Which engagement suits your team?
Use this comparison to identify the right starting point. You can also reach out directly and we will discuss your specific setup before recommending anything.
| Feature | Ops Review RM 1,210 |
Triage Pilot RM 1,090 |
Quarterly RM 4,690/yr |
|---|---|---|---|
| Correspondence sample reading | ✓ | ✓ | – |
| Advisory written brief | ✓ | – | – |
| AI drafting & summarisation deployment | – | ✓ | – |
| Bilingual EN/BM training | – | ✓ | – |
| PDPA usage policy document | – | ✓ | ✓ |
| Quarterly COO brief (×4/year) | – | – | ✓ |
| Yearly board-suitable summary | – | – | ✓ |
Shared Standards
Protocols applied across all engagements
Data Minimisation
We read only the correspondence data necessary for the engagement scope. We do not retain client data after the engagement concludes.
Network Separation Confirmation
OSS/BSS separation is confirmed in a written technical summary shared with the client's IT team before any AI tool is deployed.
MCMC Framework Awareness
Advisory briefs reference applicable MCMC consumer protection and licensing frameworks relevant to customer-facing AI deployments in Malaysian telcos.
Human Approval Requirement
No AI-drafted reply is sent without human care team approval. This requirement is structural and non-negotiable across all engagements.
Written Deliverables
All findings, recommendations, and policy documents are delivered in writing. No verbal-only outputs across any engagement.
Bilingual Assessment
All correspondence samples are reviewed in both English and Bahasa Malaysia. AI capability is evaluated against actual language mix, not a single-language dataset.
Pricing
Fixed scope, fixed price — no surprises
Customer Operations Review
One-time engagement
- Correspondence sample reading
- Written advisory brief
- Follow-up walkthrough included
- MCMC-aware findings
Drafting & Triage Pilot
One-time pilot engagement
- AI drafting & triage deployment
- Four-week supervised period
- Bilingual EN/BM training
- PDPA usage policy document
Quarterly Stewardship
Per year (4 quarterly briefs)
- Quarterly output audit
- COO brief ×4/year
- Yearly board summary
- MCMC & PDPA alignment review
Next Step
Not certain which engagement fits?
We can talk through your current customer operations setup informally and suggest where to begin. There is no commitment attached to that conversation.
Book a Brief Call