Wireless Carrier Empowers 130M Customer Service Operations
How a national wireless carrier built an AI-powered customer service app using Power Apps and Copilot Studio to support representatives serving 130 million customers.
The Challenge
As the second-largest wireless network in the United States, this carrier serves more than 130 million customers. Customer service representatives (CSRs) handle millions of interactions monthly, ranging from billing questions to technical support for hundreds of different devices.
CSRs faced significant challenges in providing fast, accurate service:
- Device information scattered across multiple disconnected systems
- Hundreds of device models with different specs, features, and troubleshooting steps
- Promotions and offers changing frequently across regions
- Long hold times while representatives searched for information
- Training burden for new hires to learn complex product catalog
The company needed a solution that could consolidate information from multiple sources and make it instantly accessible through natural language queries.
The Solution
The team built "PromoGenius"—a customer service application using Power Apps and Copilot Studio. The app brings together information from different sources into a single interface where CSRs can use natural language to get answers quickly.
Key capabilities of the PromoGenius app:
- Natural Language Queries: CSRs can ask questions in plain English like "What are the specs for the Galaxy S24?"
- Unified Device Database: Consolidated information about hundreds of devices in one searchable location
- Real-time Promotions: Current offers and promotions automatically updated and searchable
- Troubleshooting Guides: AI-powered suggestions for common device issues
- Instant Answers: Responses delivered in seconds instead of minutes of searching
"PromoGenius has transformed how our representatives serve customers. Instead of putting customers on hold to search through multiple systems, they can ask a natural language question and get an instant answer. It's like giving every CSR a product expert sitting next to them."
— Director of Customer ExperienceThe Results
Serving 130 Million Customers
The app supports customer service operations for one of the nation's largest wireless customer bases.
Natural Language Access
CSRs find information using conversational queries, eliminating the need to know where data lives or how to search for it.
Unified Information
Data from multiple systems is consolidated into a single, searchable interface, eliminating system-hopping.
Faster Resolution
Customer issues are resolved faster as CSRs spend less time searching and more time helping.
Key Takeaways
- Natural Language is Key: Copilot Studio enables conversational interfaces that reduce training burden
- Consolidate Information: Bringing scattered data into one place multiplies productivity
- Design for Speed: Customer service tools must deliver answers in seconds
- Keep Content Fresh: Automated updates ensure information stays current
- Reduce Training Burden: Intelligent tools help new hires become productive faster
Technology Stack
- Power Apps: User interface for customer service representatives
- Copilot Studio: Natural language processing and conversational AI
- Data Connectors: Integration with device databases, promotion systems, and knowledge bases
- Azure Services: Backend processing and AI model hosting
References
This case study is based on the publicly shared success story from T-Mobile:
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