Megacable boosts productivity for 11,000 employees with Microsoft 365 Copilot

When a connection fails, it's not just a service interruption

It's a video call cut short. A business brought to a standstill. A family cut off from the world. For Megacable, every second without connectivity is a promise at stake, and a responsibility that allows no delay.

In a company with a national footprint, where millions of users depend on the service, speed and accuracy in every response are essential.

This involves much more than resolving a technical incident: it means coordinating teams, accessing multiple systems, and making rapid decisions across different points in the operation. It's in those moments that Megacable is redefining how a telecommunications company thinks, decides, and responds.

Faced with this challenge, the company began to translate that vision into concrete changes in the way it operates, incorporating AI to accelerate access to information and decision-making throughout the organization. As Ricardo Carreón, Chief AI Officer of Megacable, explains, "Artificial intelligence allows us to better serve our customers, and that means transforming every part of the company.”

From dispersed information to faster decisions

For Megacable, the primary use case for AI comes down to one thing: improving customer experience. "If we had to choose a case, it would be to serve our clients better, because without them we would not be here," explains Carreón.

That goal cuts across every area of the business, from call-center agents serving customers, to technicians performing field installations. Everyone needs access to accurate information the moment they need it.

This also includes network operations teams, who must identify and resolve incidents, such as fiber outages, as quickly as possible to minimize the impact on users.

A dual strategy: internal knowledge and daily productivity

Megacable didn't see AI as just another tool, but as a new way of thinking about work.

A way to ensure every person, from sales to operations, had the context, judgment, and ability to act at the exact moment they needed it.

To address this challenge, Megacable developed a strategy based on two complementary pillars: its corporate chatbot Megan and Microsoft 365 Copilot.

Megan, built on Microsoft technologies such as Azure AI Foundry, functions as an internal chatbot that accesses a database composed of thousands of Megacable corporate documents. Using information retrieval techniques, it answers questions based on the company's own information in a secure, controlled way.

On the other hand, Microsoft 365 Copilot is positioned as the enabler of daily productivity for its employees.

From summarizing lengthy documents and analyzing contracts, to generating presentations or summarizing meetings, Copilot enables teams to work with greater speed and quality on tasks based on large-scale information and data. "Megan gives us safe and specific answers based on our internal knowledge, while Copilot accompanies the daily work throughout the organization," adds Carreón.

In this sense, Copilot acts as a constant support in daily tasks, while Megan concentrates the company's internal knowledge and makes it available to the entire organization.

From chatbot to a federation of intelligent agents

Beyond chatbots, Megacable is moving toward a more sophisticated model: a federation of AI agents.

Unlike more traditional models, these agents don't just answer queries, they can access corporate systems, analyze information in real time, and take action.

As Carreón explains, "We are moving from chatbots to a federation of agents: specialized by function, connected to systems and governed with clear rules."

This is especially relevant in areas like customer service.

For example, when a connectivity problem arises, an agent can query different systems, customer information, network status, installed equipment, to build a comprehensive view and respond more efficiently to each issue.

Given the initial success, the company plans to deploy dozens of specialized agents per area, from customer service to network operations, creating a layer of intelligence that runs across the entire organization.

Scaling AI with security and governance

This dual strategy is supported by Microsoft's infrastructure, which integrates data, tools, and AI models within a single environment.

For Megacable, factors such as security, information privacy and governance were decisive. As Carreón emphasizes, the company requires an environment where data is protected and AI use stays within controlled, secure frameworks.

In addition, integration with tools the company already uses, such as Microsoft 365, eased adoption among employees and allowed AI use to scale more rapidly, with solutions that were already familiar to them.

Driving productivity at scale

Currently, Megacable has enabled Microsoft 365 Copilot for more than 11,000 employees, mainly profiles that work intensively with information.

This group includes employees who generate documents, analyze data, or coordinate processes, and who can now rely on AI to improve the quality and speed of their work.

The impact also extends to key areas of the business. Within the sales organization of approximately 2,000 people, 100% of the team already uses Copilot to access product and pricing information, improving customer service.

These results reflect the impact of AI on daily operations:

• 11,000 employees enabled with Copilot

• 2,000 salespeople with 100% adoption

• Faster access to key information

• Improved operational productivity

Another highly visible effect has been the emergence of 'AI champions' across different areas of the business, who identify opportunities to apply the technology to specific processes. As Carreón points out, many of the use cases that will transform the company will no longer come solely from the technology team, but directly from the business itself.

Towards a smarter operation

For Megacable, artificial intelligence is opening a new chapter—one in which operations are no longer limited by access to information or the ability to react.

As Megacable continues to expand its use of agents and AI capabilities, the focus is shifting from simply solving problems to building an operation capable of anticipating, adapting, and evolving continuously, aligning every interaction with the needs of the business and its customers.

In this scenario, the value is no longer just in making the operation more efficient, but in redefining how far, and how flexibly, it can scale, adapt, and respond in an increasingly demanding environment.
And that changes not just how the company operates, but what it's capable of doing from here on out.

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