mobilezone's AI agents cut IT support resolution time in half and handle 1,600+ chats monthly
mobilezone AG, a Swiss telecommunications retailer with more than 125 physical stores, used Microsoft Copilot Studio with Dynamics 365 and Power Platform to build two AI agents: Mia, a customer-facing agent on its website, and Supporto, an internal IT service desk agent. Mia retrieves product and offer data in real time from Dynamics 365 via an MCP server and handles roughly 1,250 active chats per month across German, English, French, and Italian. Supporto, which went live in January 2026, gathers structured information conversationally to auto-generate IT support tickets and now handles all first-level IT service requests, reducing average IT resolution time by half. Together the two agents handle more than 1,600 conversations per month.
Overview
mobilezone AG, a Swiss telecommunications retailer with more than 125 physical stores, used Microsoft Copilot Studio with Dynamics 365 and Power Platform to build two AI agents: Mia, a customer-facing agent on its website, and Supporto, an internal IT service desk agent. Mia retrieves product and offer data in real time from Dynamics 365 via an MCP server and handles roughly 1,250 active chats per month across German, English, French, and Italian. Supporto, which went live in January 2026, gathers structured information conversationally to auto-generate IT support tickets and now handles all first-level IT service requests, reducing average IT resolution time by half. Together the two agents handle more than 1,600 conversations per month.
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Inspect the highlighted sourceThe challenge
mobilezone relied on a legacy website chatbot that delivered inconsistent answers, supported only a limited set of predefined questions, and lacked robust multilingual capabilities, while employees submitted IT service tickets through static forms that often lacked critical context, forcing first-level IT support to spend significant time clarifying requests instead of resolving them.
The solution
Working closely with Microsoft partners D ONE and Automatify AG, mobilezone used Microsoft Copilot Studio with Dynamics 365 and Power Platform to build two AI agents: Mia, an external customer-facing agent that retrieves product data, knowledge articles, and service information from Dynamics 365 Customer Service, Dynamics 365 Finance, and Dataverse via an MCP server, and Supporto, an internal IT service desk agent that asks follow-up questions and automatically creates structured tickets via API.
Reported business value
Mia and Supporto together handle more than 1,600 conversations per month across German, English, French, and Italian, and average IT resolution time has been reduced by half since Supporto became the single point of entry for support tickets.
Sources
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