How U Mobile built agentic telco operations with Amazon Bedrock AgentCore
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U Mobile, Malaysia’s newest 5G provider, has successfully implemented AiDaH, an AI-Driven Agentic Helpdesk built on Amazon Bedrock AgentCore to streamline its telecommunications operations. Developed in collaboration with AWS and partner Axrail, the platform utilizes a six-layer architecture that integrates specialist agents capable of coordinating across multiple backend systems via the Agent2Agent protocol. By automating complex diagnostic tasks such as checking subscriber eligibility and cross-referencing knowledge bases, AiDaH significantly reduces the manual workload for support staff. The initiative has resulted in a dramatic decrease in trouble ticket volumes, with provisioning and network tickets falling by up to 84.5 percent within nine months. Staff interact with the system through Microsoft Teams, allowing for seamless adoption without requiring new applications or extensive training. Security is maintained through a robust foundation including role-based access control, encrypted connections, and a Well-Architected Security Review of the underlying infrastructure. U Mobile reached Level 7 on its AI competency model, enabling collaborative multi-agent workflows, with future goals targeting autonomous self-healing operations.
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