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.
Traditional automation tools can help agents write better responses. What they can’t do is navigate multiple systems, analyze the results, and propose corrective action. Closing that gap takes an agentic architecture built on Amazon Bedrock AgentCore.
U Mobile’s Information Systems Division (ISD) built exactly that. Working with AWS and AWS Partner Axrail, they created AiDaH, the AI-Driven Agentic Helpdesk, on Amazon Bedrock AgentCore, a platform to build, connect, and optimize agents at scale, with any framework or model.
Source link
