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Title
mobilezone's AI agents cut IT support resolution time in half and handle 1,600+ chats monthly
…rive real value.” Mark Schwarz, Chief Digital & Information Officer, mobilezone Resolution time cut by 50% 1,600+ agent chats monthly Facing rising customer and employee expectations One of Switzerland’s most reco…
Description
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.
…build customer and IT agents that deliver multilingual, context-aware support. The agents now handle 1,600-plus chats monthly and cut IT resolution time by 50%, establishing a scalable foundation for agentic AI. READ THE STORY mobilezone A…
Company
mobilezone AG
…time by 50%, establishing a scalable foundation for agentic AI. READ THE STORY mobilezone AG is a leading Swiss telecommunications provider that offers everything from mobile devices and accessories to complex subscription bundles across multiple providers. To support its AI transformation and better serve bo…
Country
Switzerland
…icrosoft Copilot Studio SERVICES AND SUPPORT ORGANIZATION SIZE 50-999 employees COUNTRY/REGION Switzerland BUSINESS NEED Digital service Artificial Intelligence INDUSTRY Retailers Share…
Industry
Retail
…OUNTRY/REGION Switzerland BUSINESS NEED Digital service Artificial Intelligence INDUSTRY Retailers Share the story Explore related stories /h2> "> Explore related stories Stories…
Problem
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.
…, customer expectations had shifted towards instant, always-on digital service. mobilezone struggled to meet this demand because it relied on a legacy website chatbot that delivered inconsistent answers, supported only a limited set of predefined questions, and lacked robust multilingual capabilities. As a result, many customer interactions were not properly escalated, increasing…
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.
…environment. Working closely with Microsoft partners D ONE and Automatify AG , mobilezone used Copilot Studio to build two AI agents: an external customer-facing agent (Mia) and an internal IT service desk agent (Supporto). D ONE supported initial agent development, and Automatify established a Power P…
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.
…serves employees and customers who speak German, French, Italian, and English. Mia and Supporto handle more than 1,600 conversations per month across customer-facing and internal scenarios. Mia supports roughly 1,250 active chats per month, with an engagement rate of a…
AI capabilities
Conversational AI, Agentic AI, Natural Language Processing
…loyees to describe issues conversationally instead of navigating complex forms. Supporto asks intelligent follow-up questions, distinguishes between incidents and service requests, and automatically creates structured tickets via API in the service desk system. Employees can attach screenshots or documents direc…
Technology
Microsoft Copilot Studio, Dynamics 365 Customer Service, Dynamics 365 Finance, Microsoft Power Platform, Dataverse
…r agentic future.” Discover more details CUSTOMER mobilezone PARTNER Automatify PRODUCTS Dynamics 365 Customer Service Dynamics 365 Finance Microsoft Power Platform Dataverse Microsoft Teams Microsoft 365 Microsoft Copilot Studio SERVICES AND SUPPORT ORGANIZATION SIZE 50-999 employees COUNTRY/REGION Switzerl…
Headline outcome
…rive real value.” Mark Schwarz, Chief Digital & Information Officer, mobilezone Resolution time cut by 50% 1,600+ agent chats monthly Facing rising customer and employee expectations…
Use case type
Conversational assistant
…t, lacked multilingual depth, and created friction for customers and employees. mobilezone used Microsoft Copilot Studio with Dynamics 365 and Power Platform to build customer and IT agents that deliver multilingual, context-aware support. The agents now handle 1,600-plus chats monthly and cut IT resolution time by 5…
