How U Mobile built agentic telco operations with Amazon Bedrock AgentCore

U Mobile's Information Systems Division built AiDaH, an AI-Driven Agentic Helpdesk on Amazon Bedrock AgentCore, with AWS and AWS Partner Axrail, to diagnose and resolve telco operations problems across fragmented systems.

• Before AiDaH, routine diagnoses meant manually checking logs, querying subscriber eligibility and consulting knowledge bases across separate systems and portals, and each unresolved query became an escalation to a backend IT team.
• The team chose AgentCore for its managed agent runtime, which removed agent infrastructure to operate, and built-in memory, which carried conversational context across turns without a separate state store.
• Within a year, AiDaH handles over 150 documented operational scenarios across six business divisions, and U Mobile's internal measurements show trouble ticket volumes falling by up to 84.5 percent in key categories.
• The platform began with two pilot agents and Amazon Bedrock Knowledge Bases in late 2025, reached 6 agents by mid-2026, and went live to 50 L2 call center and branch users in Q3 2026 with 8 agents.
• AiDaH runs on a six-layer architecture deployed in the Asia Pacific (Singapore) Region, with staff interacting through Microsoft Teams, and keeps the human decision point at the moment something changes on a live subscriber account.