What challenges did mobilezone face before AI implementation?

Legacy chatbot answers were inconsistent, limited, and weak in multilingual support. Rigid IT forms lacked context and slowed ticket resolution and escalation. Mobilezone needed always-on service and better internal support efficiency.

What was the impact of the AI solution?

Handles more than 1,600 conversations per month. Average IT resolution time reduced by half. Engagement rates reported at about 47% for the customer agent and 87% for the IT agent.

Source

MicrosoftProductionEvidence: Medium65/100

mobilezone: Copilot Studio builds multilingual customer and IT agents with Dynamics 365

Use case typeCustomer service automationUpdated Jun 13, 2026

mobilezone built two Microsoft Copilot Studio agents: a customer-facing concierge agent embedded on the website and an internal IT service desk agent for employees. The solution integrates with Dynamics 365 Customer Service, Dynamics 365 Finance, Dataverse, Microsoft Teams, and Microsoft 365, with an MCP server used to retrieve curated knowledge and real-time product/offer data. The agents provide multilingual support, conversational ticket creation, escalation with full context, and guided product discovery. The customer-facing agent handles about 1,250 chats per month and the internal agent about 350 chats per month.

Organization: mobilezone
Industry: Tech & Comms
Location: Switzerland
Published: June 2026

Reported outcomes

1,600 conversations/month

monthly conversations handledOther quantified impact

−50%IT resolution time1,250 chats/monthcustomer agent monthly chats350 chats/monthIT agent monthly chats47%customer agent engagement rate87%IT agent engagement rate

Strategic outcomes

Customer experience & trustImproved multilingual customer supportNew product / capabilityBuilt AI concierge and IT service agentsCustomer experience & trustEnabled conversational ticket creation and escalationSpeed & agilityFaster IT ticket resolution and escalation

Why do we believe this?Outcome claims, sources, and evidence checks

Normalized claim

Monthly conversations handled: 1,600 conversations/month increase

Microsoft Customer StoriesJun 13, 2026Customer storyExplicit claimMedium evidence strength

"Mia and Supporto handle more than 1,600 conversations per month"

Normalized claim

IT resolution time: 50% decrease

Microsoft Customer StoriesJun 13, 2026Customer storyInferred claimMedium evidence strength

"average resolution time has been reduced by half"

Normalized claim

Customer agent monthly chats: 1,250 chats/month

Microsoft Customer StoriesJun 13, 2026Customer storyExplicit claimMedium evidence strength

"Mia supports roughly 1,250 active chats per month"

Normalized claim

IT agent monthly chats: 350 chats/month

Microsoft Customer StoriesJun 13, 2026Customer storyExplicit claimMedium evidence strength

"Supporto handles around 350 employee chats per month"

Normalized claim

Customer agent engagement rate: 47%

Microsoft Customer StoriesJun 13, 2026Customer storyExplicit claimMedium evidence strength

"with an engagement rate of approximately 47%"

Normalized claim

IT agent engagement rate: 87%

Microsoft Customer StoriesJun 13, 2026Customer storyExplicit claimMedium evidence strength

"sees an engagement rate of 87%"

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: mobilezone
Provider: Microsoft
Maturity: Production
Linked source: Microsoft Customer Stories

Deployed the internal agent through Microsoft Teams and Microsoft 365, with automated structured ticket creation via API

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 3

1Customer service automation
2IT service desk automation
3Conversational AI assistant

Legacy chatbot answers were inconsistent, limited, and weak in multilingual support.
Rigid IT forms lacked context and slowed ticket resolution and escalation.
Mobilezone needed always-on service and better internal support efficiency.

Used Microsoft Copilot Studio on a Power Platform foundation to build two AI agents.
Connected agent responses to controlled sources and existing Microsoft Dynamics 365 systems.
Deployed the internal agent through Microsoft Teams and Microsoft 365, with automated structured ticket creation via API.

Technologies

Copilot Studio Dynamics 365 Customer Service Dynamics 365 Finance Power Platform Microsoft Teams Microsoft 365 Dataverse MCP server

Handles more than 1,600 conversations per month.
Average IT resolution time reduced by half.
Engagement rates reported at about 47% for the customer agent and 87% for the IT agent.

Architecture

mobilezone built two Copilot Studio agents on a Power Platform foundation: Mia for customer-facing web chat and Supporto for internal IT service desk support. Mia is embedded on mobilezone.ch, uses curated company knowledge and real-time product/offer data via an MCP server connected to Dynamics 365, and escalates complex cases to Dynamics 365 Customer Service with full context. Supporto is deployed through Microsoft Teams and Microsoft 365, asks follow-up questions, distinguishes incidents from service requests, and creates structured tickets via API in the service desk system. Both agents support multilingual interactions.

Sources & evidence1

Evidence: Medium65/100Evidence strength