SwitzerlandRetail and e-commerce2026 – ongoingmobilezone
Mia customer assistant and Supporto IT intake agent
mobilezone's customer and IT agents handled more than 1,600 conversations monthly
Problem
An older chatbot and rigid IT forms slowed support. Multilingual requests created additional friction.
Approach
mobilezone worked with D ONE and Automatify to build Copilot Studio agents. Mia retrieved product information and transferred complex requests to people. Supporto asked follow-up questions and created structured IT tickets after launching in January 2026.
Results
Takeaway
The IT improvement followed more complete ticket intake. It did not establish that the agent resolved every request itself.
Categories
- Industry
- Retail and e-commerce
- Business function
- Customer serviceIT and R&D
- Innovation type
- Process innovation
- AI technology
- AI agentsConversational and voice AIGenerative AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft reported combined monthly conversation volume above 1,600. It attributed faster IT resolution to tickets arriving with better information.
Full details are in the original sources.
