One New Zealand unveiled an AI agent designed to enable its teams to diagnose and resolve coverage-related issues more quickly by bringing together data across different internal systems.

The Network Concierge agent runs on Amazon Web Services’ platform for building generative-AI applications, Amazon Bedrock.

In a statement, the operator explained customer service and network staff previously had to move between several tools to diagnose a coverage issue flagged by customers.

GM of its mobile access network Thaigan Govender noted the agent “pulls everything into one place and gives our engineers clear answers in minutes”, reducing wait times for customers.

The operator stated it reduced analysis time by 80 per cent.

When a customer service representative makes a query the AI agent pulls together performance data, alarms and past incidents, then creates a summary of what’s happening and what to do next.

Thaigan added the new system “let our teams work smarter and much faster”.