One New Zealand today announced it has deployed a ‘Network Concierge’ AI agent, running on Amazon Bedrock by Amazon Web Service (AWS). The agent is designed to autonomously bring together data that sits across different systems, into one place, to help its network team quickly diagnose and resolve coverage-related customer issues. Until now, when customers called about coverage issues, customer service and network teams had to jump between several tools to diagnose the potential issue.
Network Concierge allows teams to simply enter a customer’s details and ask the AI agent to check how their local network has been performing. The AI agent pulls together performance data, alarms, past incidents and more, then gives the One NZ customer service representative a simple summary of what’s happening and what to do next.
The result? An 80% drop-in analysis time, helping to get customers back up and running much faster.
Thaigan Govender, GM Mobile Networks One NZ says: “Building on the success we’ve seen with AWS’s generative AI in our contact centres, we wanted to apply this technology to speed up diagnosis and resolution when our customers report network and coverage related issues. Our Network Concierge agent pulls everything into one place and gives our engineers clear answers in minutes, which in turn reduces wait times for customers.”
Faster generator deployment during power outages
Beyond day-to-day network management, One NZ has also put AWS agentic AI to work during storms and outages. When the power’s out, engineers need to decide where to send mobile generators to keep the network up and running. That used to mean manually trawling through data from different systems which was a time-consuming job.
Now, with Amazon Bedrock pulling everything together, the agentic AI tool can quickly identify which sites are running low on backup power, which ones are most critical to the network, and provide guidance on where generators should go first.
This AI-driven process was already put to the test during recent severe weather in the South Island — helping teams respond faster in a crisis.
Building a stronger, more reliable network for Aotearoa
“These new tools let our teams work smarter and much faster,” says Thaigan. “Our goal is to become the world’s most AI-enabled telco. Working with companies like AWS helps us get there. By weaving AI into the way we run the network and support customers, we’re changing how we respond to outages, solve issues and deploy people on the ground.
“AI handles the repetitive, data gathering type work that is time consuming, and our people focus on the tricky and important things. AI-first, human when it matters most.”
One NZ is now exploring deeper integration between AWS agentic AI and its existing systems to automate more of its incident management and field-force workflows.
Manuel Bohnet, Country Manager for AWS New Zealand says: "Today, losing network connectivity even for a few minutes can disrupt people's daily activities, and that's why we think One NZ's Network Concierge is so impactful. By reducing analysis time by 80%, it can help Kiwis get back online much faster. Looking ahead, this technology will predict issues before they occur and automate repairs in the background before they turn into major disruptions. One NZ's implementation of Amazon Bedrock and agentic AI demonstrates how leading New Zealand companies are leaning into the latest AI technologies to improve customer experience and operational efficiencies, and we look forward to supporting their AI journey.”
For real-time coverage updates, head to one.nz/coverage