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mobilezone switches on an agentic transformation with Microsoft Copilot Studio

mobilezone used Copilot Studio agents to improve customer service and cut IT resolution time by 50%. mobilezone’s legacy chatbot and rigid IT forms slowed support, 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 50%, establishing a scalable foundation for agentic AI.

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 191 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/26389-mobilezone-dynamics-365-cust…. Our summary is a paraphrase; details are in the source.

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