en.Wedoany.com Reported - Wildix has announced the full deployment of its agentic artificial intelligence system, Wilma AI, and has designated it as the mandatory Level 1 (L1) technical support interface for its global partner network. Early data shows that during the initial deployment, 46% of requests were resolved instantly without human intervention, improving efficiency for partners and end customers, reducing turnaround times, and ensuring more consistent request handling.
Since June 8, 2026, Wildix has migrated all partner technical support interactions to Wilma AI, replacing the traditional web-based ticketing workflow. This shift streamlines the support channel, enabling faster issue identification and resolution while reducing administrative burden. During the initial deployment period (April 13 to June 11), Wilma handled 1,273 support interactions, of which 46% were resolved without creating a ticket or requiring human intervention. Another 40% of requests were escalated to Salesforce with complete contextual data captured by Wilma, allowing Level 2 and Level 3 teams to begin work without manual triage. Partners have rapidly adopted this change, with daily interaction volumes surging since the global rollout on June 8.
Wilma operates on a no-code agent framework and is deeply integrated with Wildix's internal knowledge base, covering pricing, partner programs, Salesforce workflows, and historical resolved cases. When a partner submits a support request, Wilma identifies the issue, cross-references existing documentation and case history, and then either resolves it independently or generates a complete case summary for human escalation. The system also enforces W-FE certification compliance in real time, automatically redirecting unauthenticated users before case creation, preventing a significant number of unauthorized case openings during the reporting period.
Fabrizio Di Chello, Global Head of Technical Support at Wildix, stated that by significantly reducing the waiting friction common in traditional vendor support, Wilma is reshaping how partners access technical assistance. Deployed as the primary Level 1 support channel, its agentic AI framework has demonstrated reliability under real-world conditions, enabling partners to spend less time on routine troubleshooting and focus more on high-value business outcomes.
Mike Bubernack, Co-CEO of ET&T and Wildix spokesperson, noted that the transition to Wilma is a game-changer for daily operations. Having 24/7 access to an intelligent system that instantly understands issues, resolves them on the spot, or seamlessly packages data for engineers allows partners to deliver faster solutions to their own customers.
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