Designing an AI Communication Multi-tenant Platform for Telcos (2026)
Carrier-grade multi-tenant CPaaS+CCaaS platform with native Vietnamese voicebot, omnichannel (Voice, Zalo, WhatsApp, Messenger, LINE, FB) and built-in LLM/RAG — designed for telcos to resell as a turnkey AI Communication service.
Challenge → Solution → Outcome
Step-by-step view of how we moved from the brief to the outcome.
Regional telcos want to monetise AI Communication beyond connectivity but lack a multi-tenant platform where each downstream enterprise customer gets isolated data, branding, numbering and AI knowledge bases — while sharing the same SoftSwitch, SBC and LLM gateway. Existing CPaaS vendors are foreign-hosted, expensive per minute, and weak on Vietnamese ASR/TTS.
Problem. Solution. Result.
Regional telcos want to monetise AI Communication beyond connectivity but lack a multi-tenant platform where each downstream enterprise customer gets isolated data, branding, numbering and AI knowledge bases — while sharing the same SoftSwitch, SBC and LLM gateway. Existing CPaaS vendors are foreign-hosted, expensive per minute, and weak on Vietnamese ASR/TTS.
- 01Designed a 3-plane architecture: Control (tenant/IAM/billing), Data (CDR, transcripts, RAG), Media (SoftSwitch, SBC, voicebot, channel gateways).
- 02Multi-tenancy via schema-per-tenant + row-level security; per-tenant encryption keys and audit log.
- 03Omnichannel inbox unifying Voice, Zalo, WhatsApp, Messenger, LINE and Facebook in one agent UI.
- Reference architecture & detailed HLD/LLD delivered (attached HTML design pack used as source of truth).
- Per-minute economics ~55% lower than reselling a foreign CPaaS at equivalent SLA.
- Time-to-onboard a new enterprise tenant: under 1 business day end-to-end.
Solution
- 01Designed a 3-plane architecture: Control (tenant/IAM/billing), Data (CDR, transcripts, RAG), Media (SoftSwitch, SBC, voicebot, channel gateways).
- 02Multi-tenancy via schema-per-tenant + row-level security; per-tenant encryption keys and audit log.
- 03Omnichannel inbox unifying Voice, Zalo, WhatsApp, Messenger, LINE and Facebook in one agent UI.
- 04Native Vietnamese voicebot pipeline (ASR → NLU → RAG/LLM → TTS) with barge-in, sentiment routing and human handoff.
- 05Self-serve tenant portal: number provisioning, bot designer, knowledge upload, usage & billing dashboard.
- 06Carrier-grade reliability: dual SBC, geo-redundant Media plane, blue/green release for the AI plane.
Outcome
- Reference architecture & detailed HLD/LLD delivered (attached HTML design pack used as source of truth).
- Per-minute economics ~55% lower than reselling a foreign CPaaS at equivalent SLA.
- Time-to-onboard a new enterprise tenant: under 1 business day end-to-end.
- Roadmap covers GenAI agent assist, real-time translation and proactive outbound campaigns.
Measurable shift
Inside the engagement
The design pack covered everything from SBC dimensioning to per-tenant RAG isolation. We could hand it to procurement and to our engineers in the same week.
