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