TIM furthers its digitization journey by announcing a new Artificial Intelligence partnership with Microsoft

Italian telco and ICT Group TIM has further strengthened its long-standing partnership with Microsoft by announcing a new agreement committing to the development of new AI-based tools and services, which will benefit both the company, and its customers, both in Italy and Brazil.

Amos Genish, TIM Chief Executive Officer states that “The present agreement is a step forward in DigiTIM’s strategy, strongly committed to providing digitization of all processes to dramatically enhance the digital experience for best in class customer engagement and to create an effective digital journey. Today we confirm once again our restless commitment to the execution of the Industrial Plan, of which Artificial Intelligence is a key pillar.”

TIM will work with Microsoft to create a system based on big data, data analytics, and AI, to enhance the company’s offerings, allowing it to create tailor-made products and tools.

Benefits of the new technology will include an improved customer experience, made possible, for example, by the introduction of chatbots for immediate and focused assistance.

The system will play a core role in TIM’s DigiTIM plan – specifically with regards to the enhancement of digital touchpoints with the introduction of new apps and an interactive voice response tool, to help simplify customer relationship management – all powered by Microsoft’s AI capabilities.

Overall, the new system will have a range of use cases, based on advanced analytics and Microsoft’s cognitive tools, resulting in the optimisation of customer service inquiries, technical assistance, and other internal processes.

“Every day Artificial Intelligence is becoming more beneficial to businesses across the world,” states Jean-Philippe Courtois, Executive Vice President and President, Microsoft Global Sales, Marketing and Operations at Microsoft.

“We welcome TIM’s decision to adopt the Microsoft Artificial Intelligence Platform for integration across all their business segments. Adoption of this platform will enable TIM to deliver customized digital assistance via their contact centres, enhancing mobility and connectivity to exceed customer needs.”



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