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Eneco moves to Microsoft Copilot Studio to better support over 1.5 million customers

The multi-lingual, AI agent was deployed on the company website in just three months, including integration with Eneco’s live chat platform. Compared to the previous chatbot, the new AI agent is now able to handle 70% more customer conversations without requiring hand-off to a live customer service representative. As a leading provider of sustainable energy in Belgium, Eneco was looking for a better way to serve over 1.5 million customers.

Agent or tool
Copilot Studio
Topic
Customer Support
Reported on
Case study (Microsoft)
Added
2026-11-11

Why it matters

Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 64 by interest), and one of 116 involving Copilot Studio.

How you could try it

Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Copilot Studio or any similar agent and adjust the details to your situation.

I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Copilot Studio.

Saved

Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.

Source

Read the original first-hand account on Case study (Microsoft): https://www.microsoft.com/en/customers/story/22686-eneco-microsoft-copilot-stud…. Our summary is a paraphrase; details are in the source.

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