U Mobile builds AiDaH customer service platform with AgentCore
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Malaysian operator U Mobile has built the AI-Driven Agentic Helpdesk (AiDaH) agentic customer service platform based on Amazon Bedrock AgentCore, covering more than 150 operational scenarios across 6 business units within a year, with ticket volume in key categories dropping by as much as 84.5%. The platform uses a six-layer architecture and is accessed via Microsoft Teams. According to U Mobile and AWS, about 70% of requests are handled directly by deterministic keyword matching without invoking a model, 20% are classified by a lightweight model, and only 10% require the full orchestrator. All compute runs in private VPC subnets, on-premises connections go only through an encrypted VPN, and keys for data at rest and in transit are managed by AWS KMS. In Q3 2026, AiDaH launched 8 agents for 50 L2 call center and store users.
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- AWS Machine Learning BlogHow U Mobile built agentic telco operations with Amazon Bedrock AgentCore
U Mobile's Information Systems Division, working with AWS and AWS Partner Axrail, built AiDaH, an AI-Driven Agentic Helpdesk on Amazon Bedrock AgentCore, which now handles over 150 documented operational scenarios across six business divisions. According to U Mobile's internal measurements, monthly trouble ticket volumes fell by up to 84.5 percent in provisioning and network tickets, 81.6 percent in general inquiries, and 48.7 percent in billing and charging between January and September 2026. The post details AiDaH's six-layer architecture, its security foundation including a Well-Architected Security Review of the Landing Zone, and the spec-driven development approach using Kiro.
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