Adactin has deployed an IT support agent built with Microsoft Copilot Studio for Singapore retailer Maxi-Cash, following a proof-of-concept programme.
The system is intended to help store employees access technical guidance and support across business systems through a digital interface linked to Maxi-Cash's existing workplace and service management environment.
According to the companies, the support channel gives staff access to approved information in a familiar format, aiming to reduce the time needed to find guidance and handle common enquiries. It supports chat, self-service and agent assistance, while giving the retailer greater visibility into broader service trends.
Adactin said the implementation was designed to improve support responsiveness, consistency and employee access to information. It added that access controls and information governance were aligned with Maxi-Cash's existing security, privacy, risk and compliance requirements.
Maxi-Cash is a Singapore retailer of new gold and jewellery, preloved branded merchandise and pawnbroking services. The business was incorporated in 2008.
The project focused on an internal service desk use case rather than a customer-facing retail application. By connecting the tool to existing systems, employees can retrieve step-by-step guidance for resolving issues without switching between multiple information sources, the companies said.
The approach reflects a wider effort by businesses to apply generative AI tools to internal operations, where access can be limited to approved data sets and systems built around existing governance rules. In this case, the deployment was intended to standardise responses and reduce delays in support processes used by store teams.
"One of the key benefits we identified during implementation was improved support efficiency, so we enabled chat, self-service and agent support to automatically provide users with step-by-step instructions for issue resolution," said Navneesh Garg, Chief Executive Officer, Adactin.
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