# Amazon — How U Mobile built agentic telco operations with Amazon Bedrock AgentCore

- Company: Amazon (amazon.com)
- Announced: 2026-11-04T16:23:33+00:00
- Category: not stated
- Coverage: not counted
- Announcement: no
- Group: routine
- Source: https://aws.amazon.com/blogs/machine-learning/how-u-mobile-built-agentic-telco-operations-with-amazon-bedrock-agentcore/
- Record: https://forck.live/items/31633-how-u-mobile-built-agentic-telco-operations-with-amazon-bedrock-agentcore
- Subject: Bedrock / Nova

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.

## Evidence

Verbatim from https://aws.amazon.com/blogs/machine-learning/how-u-mobile-built-agentic-telco-operations-with-amazon-bedrock-agentcore/:

> U Mobile, Malaysia’s newest 5G network provider, has always run its telco operations lean, doing more with less through continuous automation. When new AI capabilities became available, U Mobile explored how to enhance operational efficiency beyond basic productivity gains. The real opportunity was further upstream, in how operations teams diagnose and resolve problems in the first place. The same lean operating discipline shaped the foundation for AiDaH: not a one-off technology initiative, but the next step in a long-running journey to simplify operations and scale capability without adding complexity.
> 
> When a subscriber can’t purchase a data add-on, resolving it isn’t a single problem. It’s a coordination problem. A customer service agent needs to pull interface logs for error codes. The same agent must then query business support system APIs for subscriber eligibility, and cross-reference internal knowledge bases for applicable business policies. All of that happens across multiple systems, before drafting a single word of response. And when that fails, the ticket escalates to backend IT teams and the subscriber waits even longer.

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