Microsoft

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

−50%

IT resolution timeTime & speed

1,600 conversations/monthmonthly conversations handled1,250 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

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 StudioDynamics 365 Customer ServiceDynamics 365 FinancePower PlatformMicrosoft TeamsMicrosoft 365DataverseMCP 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.

Implementation partners2
D ONEAutomatify
Sources & evidence1
Groundedness: 5/5Type: Customer StoryPublished: Jun 13, 2026Publisher: MicrosoftEvidence: PrimaryConfidence: High
Primary source

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Market context
Tech & Comms AI use casesTech & Comms industry insightsSwitzerland country insights
AI patterns
AgentMulti-agentCopilot
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