U Mobile cut telco tickets up to 84.5% with an agentic helpdesk on Bedrock AgentCore

AWS ML Blog · rss · 2026-11-05

Malaysian 5G operator U Mobile, with AWS and partner Axrail, built AiDaH, an agentic helpdesk on Amazon Bedrock AgentCore that now handles 150+ operational scenarios across six divisions within a year, with trouble ticket volume falling up to 84.5% in key categories.

What makes it agentic: instead of just drafting replies, the system autonomously checks roaming configs, verifies subscriber eligibility, pinpoints failure points, and proposes remediation plans across CRM, BSS, portability, and monitoring systems—humans only confirm changes to live accounts.

Architecture highlights (six layers):

Staff access via Microsoft Teams and a CloudFront-served web portal
Cost-optimized routing: 70% of requests resolved by deterministic keyword matching (no model call), 20% by a lightweight classifier, only 10% by the full orchestrator
Eight specialist agents (CRM, portability, SIM ops, infra monitoring, big data, cloud cost, finance) coordinating over the A2A protocol
AgentCore Gateway exposes backends through a unified MCP interface backed by Lambda and MCP servers
Bedrock Knowledge Bases + OpenSearch Serverless vector store for governed RAG, with RBAC and guardrails

A real case: AiDaH traced 30+ failed add-on purchases over three days to a single "pending order" error code in one response—a task that previously required manual cross-system investigation.

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U Mobile cut telco tickets up to 84.5% with an agentic helpdesk on Bedrock AgentCore

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