What changed
U Mobile, Malaysia’s newest 5G network provider, implemented an agentic helpdesk system called AiDaH using Amazon Bedrock AgentCore. This system automates and streamlines operational tasks across multiple systems, reducing the need for manual intervention and ticket escalations.
What this means in practice
AiDaH handles over 150 documented operational scenarios across six business divisions. It independently checks customer roaming configurations, verifies international data eligibility, and identifies points of failure, then assembles a remediation plan. The support agent reviews and confirms the actions, which then execute. This reduces the time agents spend on routine tasks, allowing them to focus on critical decisions.
Limitations and availability
AiDaH is built on Amazon Bedrock AgentCore, deployed in the Asia Pacific (Singapore) Region. Staff interact through Microsoft Teams, a choice made to align with existing work environments. The platform is organized into six layers, with the staff interface accessible via Amazon CloudFront and protected by AWS WAF. The system is available to U Mobile’s internal teams and is part of a broader strategy to simplify operations and scale capabilities without adding complexity. The supplied announcement does not specify the exact number of active parameters or model size for Amazon Bedrock AgentCore.
