Malaysia’s U Mobile, a leading 5G network provider, has developed AiDaH (AI-Driven Agentic Helpdesk), an innovative AI platform built on Amazon Bedrock AgentCore designed to streamline and scale telecommunications operations.
AiDaH addresses the complexity of coordinating multiple backend systems such as business support, customer relationship management, and network monitoring, which historically required manual context switching and multi-step problem diagnosis by support agents.
Unlike traditional automation tools that assist agents in drafting responses, AiDaH’s agentic architecture enables autonomous navigation, cross-system querying, root cause analysis, and execution of remediation plans, all subject to human oversight at critical decision points.
The platform uses a six-layer architecture integrating Microsoft Teams for user interface, an orchestrator managing secure routing and role-based access, specialist AI agents collaborating via Agent2Agent protocols, backend gateways translating agent intents to APIs, managed knowledge bases for grounding responses, and secure connectivity to operational systems.
Security is foundational; AiDaH employs six-tier role-based access control, encrypted VPN tunnels to on-premises systems, content policies through Amazon Bedrock Guardrails, and comprehensive logging with AWS CloudWatch and CloudTrail, ensuring auditability and compliance within U Mobile’s IT governance.
Since launching pilots in early 2026, AiDaH now handles over 150 operational scenarios across six divisions, integrating new domains with minimal marginal effort, and has measurably reduced trouble ticket volumes by as much as 84.5%, transforming support from reactive manual processes to proactive AI collaboration.
To encourage adoption, U Mobile emphasized structured prompting templates and integrated AiDaH into standard operating procedures, easing behavioral transitions and fostering confidence through consistent, actionable AI insights.
AiDaH’s development leveraged Kiro, an AWS agentic IDE, enabling spec-driven, iterative builds that scaled a small proof-of-concept into a robust platform supporting continuous expansion and refined operational AI capabilities.
Source & further reading
How U Mobile built agentic telco operations with Amazon Bedrock AgentCore ↗Source published 2026-11-04. This report was prepared with AI assistance from the linked primary-source material. Claims and limitations should be checked against the original announcement or research.