# U Mobile uses Amazon Bedrock AgentCore to cut telco support tickets by 84.5 percent

Digest AI · Enterprise & Industry · published 2026-11-04T16:23:33Z

Canonical: https://digestai.news/story/u-mobile-uses-amazon-bedrock-agentcore-to-cut-telco-support-tickets-by

## Summary

U Mobile, Malaysia’s newest 5G provider, built **AiDaH**, an AI-driven agentic helpdesk on **Amazon Bedrock AgentCore**, to slash operational friction. The platform automates cross-system diagnostics—checking logs, querying APIs, and retrieving policies—so support agents spend less time on manual lookups and more on human decision-making. AiDaH now handles **over 150 documented operational scenarios** across six business divisions, with internal data showing trouble ticket volumes drop by **up to 84.5 percent** in key categories like provisioning and billing. The system integrates with U Mobile’s hybrid on-premises and cloud systems via **AWS Transit Gateway** and **Site-to-Site VPN**, ensuring secure, encrypted access without public internet exposure.

The project began in **late 2025** with two pilot agents and **Amazon Bedrock Knowledge Bases**, evolving into a six-layer architecture by **mid-2026**. U Mobile’s **Information Systems Division (ISD)** partnered with **AWS** and **AWS Partner Axrail** to design a platform prioritizing **reach** (real-time cross-system coordination), **depth** (multi-step root cause analysis), and **community** (secure multi-tenant access with role-based controls). The team used **spec-driven development** in **Kiro**, AWS’s agentic IDE, to standardize tool integrations via the **Model Context Protocol (MCP)**. This approach let them scale from two use cases to **150+ scenarios** in under a year, with **8 agents** deployed by **Q3 2026** to **50 L2 call center and branch users**. Adoption surged after AiDaH became part of U Mobile’s **L2 support standard operating procedures**, with staff rating it **4.6/5** for ease of use.

## Key points

- U Mobile built AiDaH on Amazon Bedrock AgentCore to automate cross-system diagnostics, cutting ticket volumes by up to 84.5 percent internally
- Six-layer architecture integrates with Microsoft Teams, AWS Lambda, and on-premises systems via encrypted VPN tunnels for secure access
- Platform uses Agent2Agent protocol for specialist collaboration, MCP for universal tool connectivity, and spec-driven development in Kiro to scale

## Why it matters

AiDaH demonstrates how telcos can replace fragmented manual workflows with agentic AI, reducing operational costs and agent burnout while maintaining security. The approach—prioritizing managed infrastructure, standardized tooling, and governed adoption—could inspire other industries with complex legacy systems.

## Sources

1. [How U Mobile built agentic telco operations with Amazon Bedrock AgentCore](https://aws.amazon.com/blogs/machine-learning/how-u-mobile-built-agentic-telco-operations-with-amazon-bedrock-agentcore) (AWS Machine Learning Blog, 2026-11-04, primary source)

## Cite

Digest AI, "U Mobile uses Amazon Bedrock AgentCore to cut telco support tickets by 84.5 percent", 4 November 2026, https://digestai.news/story/u-mobile-uses-amazon-bedrock-agentcore-to-cut-telco-support-tickets-by

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