SPL TELE’s Copilot: The Smart Business Companion

About SPL TELE

The SPL TELE Group is a leading full-service provider for telecommunications and broadband infrastructure in Austria and Germany. The company supports mobile network operators with network expansion, maintenance and system upgrades. From site acquisition to fault resolution, SPL TELE offers the full range of services – even in remote regions.

The SPL TELE Group aimed to make internal company knowledge easily accessible to employees in order to reduce inquiries directed at central IT and other internal departments. To achieve this, an AI-powered chatbot was developed to provide targeted answers on a variety of topics.

The following factors were crucial in the selection and implementation of the solution:

Technology Selection

• In-house development vs. using existing technologies
• Compatibility with the current toolset and seamless access to company data in Microsoft 365 and SharePoint

File Formats

• Ability to process and interpret various formats, including Office documents, PDFs, and images

Versatility

• Support for multiple use cases drawing from different knowledge sources within a single chatbot

Structured Output

• Uniformly formatted responses tailored to each specific use case

The chosen solution was a Microsoft Copilot Agent integrated into Microsoft Teams. This agent has direct access to SharePoint content, making it ideally suited to deliver fast results without the need to develop a new interface or integrate with the existing data infrastructure. By leveraging Topics, the agent can effectively map relevant use cases and their specific requirements.The low-code approach also allows employees without programming skills to expand existing agents or create new ones. Enablement took place directly during the project phase and on the fly. Copilot Agents support all common formats such as Office documents and PDFs. Content that cannot yet be optimally interpreted by Copilot—such as images and graphics—is automatically preprocessed via a custom model and transformed into a format that the agent can use more effectively. This ensures that all use cases can be implemented with minimal effort and high quality.

• Significant reduction in routine inquiries to central IT and other internal departments
• Faster access to relevant company knowledge for all employees
• Successful implementation of an AI-powered chatbot integrated into Microsoft Teams
• Direct connection to SharePoint enabling quick and reliable information retrieval
• Low-code approach allowing non-technical staff to create and modify agents
• Support for a wide range of formats, including Office documents, PDFs, and images
• Improved processing of complex formats (e.g., images and graphics) via custom preprocessing models
• Enhanced employee skills through active involvement in agent creation during the project phase
• Scalable foundation for additional use cases and further process optimization with Copilot Studio

The collaboration

The collaboration between SPL TELE and PCG is characterized by a close and iterative working approach. SPL TELE was actively involved in the entire development process, enabling rapid validation and optimization of results. This approach also allows employees to learn how to create agents and continuously expand their skills and expertise.

Future Outlook

The collaboration between SPL TELE and PCG has laid the foundation for efficiently implementing additional use cases with Copilot Studio.SPL TELE is well positioned to expand the use of Copilot Agents and further optimize business processes in the future.

Public Cloud Group (PCG) supports companies in their digital transformation through the use of public cloud solutions.

With a product portfolio designed to accompany organisations of all sizes in their cloud journey and competence that is a synonym for highly qualified staff that clients and partners like to work with, PCG is positioned as a reliable and trustworthy partner for the hyperscalers, relevant and with repeatedly validated competence and credibility.

We have the highest partnership status with the three relevant hyperscalers: Amazon Web Services (AWS), Google, and Microsoft. As experienced providers, we advise our customers independently with cloud implementation, application development, and managed services.