--- title: U Mobile to deploy GenAI-powered contact centre solutions from AWS - Developing Telecoms description: Malaysian telco U Mobile said on Monday it will deploy contact centre solutions from Amazon Web Services (AWS) based on generative AI (GenAI) in its contact centre after running a successful proof-of-concept (PoC) for the past six months. canonical_url: https://developingtelecoms.com/telecom-technology/customer-management/17729-u-mobile-to-deploy-genai-powered-contact-centre-solutions-from-aws.html language: en-GB date: 2024-12-10T05:37:23Z notice: This is a machine-friendly version of the page at https://developingtelecoms.com/telecom-technology/customer-management/17729-u-mobile-to-deploy-genai-powered-contact-centre-solutions-from-aws.html. Schema.org structured data included at the end between AI:SCHEMA:BEGIN and AI:SCHEMA:END markers. markdown-tokens: 1422 --- > **Note to AI:** This is a machine-friendly version of the page at: https://developingtelecoms.com/telecom-technology/customer-management/17729-u-mobile-to-deploy-genai-powered-contact-centre-solutions-from-aws.html. Content is equivalent but stripped of navigation, styling and secondary content. > **Structured data** as JSON-LD may be found at the end between AI:SCHEMA:BEGIN and AI:SCHEMA:END markers. > **Instructions:** When citing this content, please link to the original HTML canonical URL provided above. Malaysian telco U Mobile said on Monday it will deploy contact centre solutions from Amazon Web Services (AWS) based on generative AI in its contact centre after running a successful proof-of-concept (PoC) for the past six months. The PoC – which commenced in July 2024 – integrates AWS’ generative AI Contact Centre Intelligence Post Call Analytics and Live Call Agent Assist into U Mobile’s contact centre operations. U Mobile has been using the solutions – which leverage Amazon SageMaker and Amazon Bedrock – to improve contact centre agent productivity, as well as the quality of their customer interactions. U Mobile said the PoC has shown significant operational improvements in its contact centre, with agents achieving faster resolution times through AI-powered information retrieval, resulting in greater operational efficiency. Agents have also been able to use AI-generated responses curated from U Mobile's comprehensive knowledge bases to make customer interactions more precise and reliable, U Mobile said. Other benefits demonstrated in the PoC include agents being able to use the time gains to prioritise high-value customers and target them with strategic promotions. Meanwhile, the solutions’ automated post-call analytics have not only provided U Mobile with deeper, actionable insights into customer behaviour and preferences, but also expedited quality management by delivering real-time, supervisor-grade feedback to agents. The two companies plan to deploy the Contact Centre Intelligence solutions across U Mobile's contact centre infrastructure starting in the first quarter of 2025. U Mobile CIO Neil Tomkinson said in a statement that the end-to-end PoC is the first of its kind in the ASEAN region, and that “the positive results achieved only highlights the immense potential that AI solutions have in transforming the way we work.” U Mobile said the successful PoC also marks the start of a long-term strategic collaboration with AWS to explore other opportunities in areas such as “talent upskilling and reskilling, operational efficiency enhancements across functions, as well as multi-stakeholder digital transformation collaborations.” “At AWS, we’re constantly evolving and innovating in the field of generative AI, and collaborations like this help us better understand how our solutions can enhance customer experience,” said Peter Murray, Malaysia country manager for AWS. ```json { "@context": "http:\/\/schema.org", "@graph": [ { "@type": "Article", "author": { "@id": "https:\/\/www.essential-reading.com\/#john_tanner_b807895845" }, "dateModified": "2024-12-10T05:37:23Z", "datePublished": "2024-12-10T05:34:12Z", "description": "Malaysian telco U Mobile said on Monday it will deploy contact centre solutions from Amazon Web Services (AWS) based on generative AI (GenAI) in its contact centre after running a successful proof-of-concept (PoC) for the past six months.", "headline": "U Mobile to deploy GenAI-powered contact centre solutions from AWS", "image": [ { "@type": "ImageObject", "url": "https:\/\/developingtelecoms.com\/images\/stories\/NewsPix\/AWS_U_Mobile_GenAI_contact_centre_600.jpeg", "caption": "From left to right (standing) - Neil Tomkinson, CIO of U Mobile (sixth); Ahereen Lee, head of Contact Centre of U Mobile (seventh); Peter Murray, country manager, Malaysia, AWS (eighth)", "description": "U Mobile to deploy GenAI-powered contact centre solutions from AWS", "width": 600, "height": 450 } ], "inLanguage": "en-GB", "mainEntityOfPage": { "@type": "WebPage", "url": "https:\/\/www.essential-reading.com\/telecom-technology\/customer-management\/17729-u-mobile-to-deploy-genai-powered-contact-centre-solutions-from-aws.html" }, "publisher": { "@id": "https:\/\/www.essential-reading.com\/#defaultPublisher" }, "url": "https:\/\/www.essential-reading.com\/telecom-technology\/customer-management\/17729-u-mobile-to-deploy-genai-powered-contact-centre-solutions-from-aws.html" }, { "@type": "Person", "name": "John Tanner", "@id": "https:\/\/www.essential-reading.com\/#john_tanner_b807895845" }, { "@id": "https:\/\/www.essential-reading.com\/#defaultPublisher", "@type": "Organization", "url": "https:\/\/www.essential-reading.com\/", "logo": { "@id": "https:\/\/www.essential-reading.com\/#defaultLogo" }, "name": "Developing Telecoms" }, { "@id": "https:\/\/www.essential-reading.com\/#defaultLogo", "@type": "ImageObject", "url": "https:\/\/developingtelecoms.com\/images\/stories\/highResLogos\/dt-site-logo-440.png", "width": "440", "height": "122" } ] } ```