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Telecommunications / Fixed and mobile telecom

U Mobile: Cross-system investigation of subscriber issues and preparation of corrective actions

Company
U Mobile
Country
Malaysia
Adoption stage
In operation
Source published
Date basis
The date the source was published. It can differ from the date adoption started.
How the source was checked
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The work problem

To resolve failed data add-on purchases or roaming issues, staff had to separately check interface logs, business system APIs containing eligibility information, and internal policy documents. If switching between systems failed to reveal the cause, escalation to backend IT prolonged the subscriber's wait.

Technology and data

U Mobile built AiDaH with AWS and Axrail and made it available through Microsoft Teams. Specialist agents on Amazon Bedrock AgentCore query subscriber, order and billing systems through MCP tools and attach supporting knowledge retrieval. Agents divide questions spanning multiple domains. An action that changes a live subscriber account executes only after a support agent reviews and confirms it. Rules handle simple requests, while models handle ambiguous ones, rather than using generative AI for every lookup.

Results

U Mobile says AiDaH is part of its L2 support standard procedures and covers more than 150 documented operational scenarios. Its internal measurements show monthly provisioning and network tickets falling 84.5%, general inquiries 81.6%, and billing and charging tickets 48.7% between January and September 2026. Instead of gathering findings separately, staff can review a consolidated diagnosis and proposed actions.

Limits and open questions

The article provides no control group or isolation of other operational changes behind the ticket reductions. End-to-end issue recovery without human involvement remains a future goal.

Sources

Compiled from public sources. These are not results from ATF Works customers.

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