Malaysian 5G carrier U Mobile introduced the AiDaH platform to coordinate backend systems, analyze diagnostics, and suggest remediations for operational bottlenecks. Built using Amazon Bedrock AgentCore, the architecture relies on a managed runtime and built-in memory to maintain multi-turn conversational context without overhead infrastructure management. The deployment now encompasses more than 150 operational scenarios spanning six company divisions. It expanded from a small pilot into an active tool used by dozens of second-level call center and branch staff.
Key points
Deploying the AI platform resulted in trouble ticket reductions of up to 84.5 percent acr…: Deploying the AI platform resulted in trouble ticket reductions of up to 84.5 percent across primary service categories.
The architecture automates multi-step diagnostic investigations by bridging hybrid on-pre…: The architecture automates multi-step diagnostic investigations by bridging hybrid on-premises environments with cloud infrastructure.
Utilizing Amazon Bedrock AgentCore eliminated the requirement to maintain dedicated agent…: Utilizing Amazon Bedrock AgentCore eliminated the requirement to maintain dedicated agent infrastructure while preserving conversational context.
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Artificial Intelligence
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.
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