How U Mobile built agentic telco operations with Amazon Bedrock AgentCore

This article describes how U Mobile, Malaysia's 5G provider, built AiDaH, an AI-driven agentic helpdesk using Amazon Bedrock AgentCore to automate complex operational diagnostics across multiple backend systems.

• Eight specialist agents coordinate across customer management, order operations, problem diagnosis, infrastructure monitoring, analytics, and finance domains
• Layered architecture uses Microsoft Teams interface, orchestration routing, AgentCore Gateway for unified backend access, and Amazon Bedrock Knowledge Bases for grounded responses
• Pre-flight security checks enforce role-based access control, identity validation, and guardrails; sensitive data masked before reaching models
• Trouble tickets fell 84.5% for provisioning, 81.6% for general inquiries, and 48.7% for billing between January-September 2026
• Spec-driven development with Kiro IDE enabled scaling from two-agent pilot to 150+ documented operational scenarios in nine months
• Agent2Agent protocol enables cross-domain collaboration; Model Context Protocol standardizes tool connectivity for new backend integrations

AiDaH demonstrates how agentic AI moves from assisting support staff to autonomously diagnosing and proposing remediation across fragmented operational systems, with formal integration into L2 support procedures.