U Mobile, a Malaysian 5G network provider, reduced trouble ticket volumes by up to 84.5 percent in key categories using an AI agent system built on Amazon Bedrock AgentCore, according to the company’s internal measurements.
The carrier built AiDaH (AI-Driven Agentic Helpdesk) to address coordination problems in telco operations. When a subscriber encounters issues like being unable to purchase a data add-on, customer service agents typically must pull interface logs for error codes, query business support system APIs for subscriber eligibility, and cross-reference internal knowledge bases for business policies across multiple systems before responding.
U Mobile’s Information Systems Division worked with AWS and AWS Partner Axrail to build the system on Amazon Bedrock AgentCore, a platform for building and connecting agents at scale. According to AWS, two capabilities influenced the choice: a managed agent runtime that requires no agent infrastructure to operate, and built-in memory that carries conversational context across turns without a separate state store.
Within a year of starting the project, AiDaH handles over 150 documented operational scenarios across six business divisions at U Mobile, the company reports. The system is designed to navigate multiple systems, analyze results, and propose corrective action rather than simply helping agents write better responses.
U Mobile describes the implementation as the next step in a long-running effort to simplify operations and scale capability without adding complexity, rather than a standalone technology initiative.