Cielo, a leading payments company in Brazil, has been expanding its use of artificial intelligence to make its internal operations more agile, secure and efficient. By adopting Copilot Studio and Microsoft solutions, the company developed an AI agent to handle common IT requests, such as password changes and VPN configurations. In just a few months, the solution reduced the volume of tickets directed to the Service Desk by approximately 52.2%, while also providing employees with support 24 hours a day, seven days a week. 

In operation since August, the agent was created to address one of the main bottlenecks faced by employees and IT teams: the high volume of tickets for routine activities that are nevertheless crucial to the proper functioning of equipment. Initially, the agent only provided simple guidance to employees, but as Cielo’s AI strategy evolved, the solution migrated to Copilot Studio and began performing actions directly. Today, it is possible to check tickets, restore accounts, recover BitLocker keys, repair VPN connections, revoke multifactor authentication (MFA), and perform other frequent actions in employees’ day-to-day activities. 

The adoption of the agent reflects the company’s focus on using technology to simplify processes, increase employee autonomy and reduce the time spent on repetitive operational tasks. Between July 2025 and April 2026, the volume of Service Desk tickets fell from 3,710 to 1,776, increasing operational efficiency and allowing teams to focus on more complex activities. 

“At Cielo, we see artificial intelligence as an ally in simplifying operations and increasing the capabilities of our teams. This agent is a practical example of this strategy: it resolves recurring requests in a controlled and authenticated environment, improves employee experience and allows the technology team to focus its efforts on higher-value initiatives for the business. Our ambition is to continue moving forward on this path, delivering increasingly intelligent, simple and efficient experiences for our teams,” says Carlos Alves, Cielo’s Technology and Business Vice President. 

Human-agent collaboration 

The success of Cielo’s IT support agent highlights the competitive advantage of Frontier Firms, which are companies pioneering the use of AI in which humans lead AI agents. According to Microsoft’s latest Work Trend Index, 72% of AI users in Brazil say they are producing work they would not have been able to produce a year ago. In Cielo’s case, in addition to relieving the IT team, other employees also reported benefits such as shorter wait times for problem resolution, reduced need for phone calls, and continuous access to the tool in Microsoft Teams, according to each user’s needs. 

To ensure security and integrity, the development of the solution was supported by Cielo’s engineering, information security and governance teams, with testing conducted in a controlled environment prior to deployment. It uses a set of Microsoft technologies such as Copilot Studio, Power Apps, Intune, and Microsoft Fabric, which ensures access to state-of-the-art artificial intelligence models and data analysis with security, responsible use and agent governance. 

“Cielo’s experience shows how agentic support is redefining internal service in companies. By combining AI agents with human involvement, every employee gains access to immediate IT support, with greater autonomy and efficiency. This model brings the concept of Frontier Firms to life, where agents take on operational requests while teams focus on strategic initiatives for the business,” says Eduardo Campos, Microsoft Brazil STU GM. 

​​​With these results, Cielo continues to advance its adoption of artificial intelligence across different areas. The company currently operates around one hundred AI agents and more than 500 initiatives involving machine learning, generative AI and agentic AI. This movement reflects a trend toward expanding the use of intelligent agents in the corporate environment, with a focus on making interactions more agile, contextual and integrated into the employee journey. 

About Cielo 

We are more than a machine; we are the payments company most remembered by Brazilians. Our purpose is to simplify and drive businesses forward for everyone. That is why we are committed to making it easier to manage commercial establishments and transforming the lives of those who are entrepreneurs or wish to enter this universe. Because we believe that the point of payment is only the gateway to a range of intelligent services connected to one another, our portfolio is filled with solutions to meet the needs of more than 780,000 customers. They range from individual entrepreneurs to the country’s largest retailers. We combine the tradition and pioneering spirit of 30 years of experience with the most modern solutions available in the payments market. Cutting-edge technology, efficient logistics and the strictest security standards are our trademarks. We know that no business was born to stand still, and we are always prepared to join forces and grow with our customers. If you would like more information about Cielo or have specific requests, such as interviews or information for a story, please contact us: Cielo Corporate Communications: comunicacaocorporativa@cielo.com.br 

About Microsoft 

Microsoft (Nasdaq “MSFT” @microsoft) creates AI-powered platforms and tools to deliver innovative solutions that meet the evolving needs of customers. The company is committed to making AI broadly available and advancing its responsible use, with a mission to empower every person and every organization on the planet to achieve more. Microsoft has been operating in Brazil for more than 37 years, with the goal of fostering innovation and strengthening the country’s competitiveness while supporting the continued development of its digital ecosystem.