TIM Brasil, Rio de Janeiro, Brazil: How TIM uses Artificial Intelligence and Data Science to empower the customer experience

Written answers to the questions

Total 199 words used.

Evolving together with courage, transforming technology into freedom is the purpose of TIM, which operates throughout Brazil with telecommunications services, focused on the pillars of innovation, customer experience and agility, based on an internal culture of accountability and aiming the digital transformation.

Recognized for leading important market movements since the beginning of its operations in the country and is at the forefront of the digital transformation of society, in line with the brand’s signature: Imagine the possibilities. Since 2015, it has been the leader in 4G coverage in Brazil. It pioneered the activation of 5G networks in the country.

The company is committed to the best environmental, social and governance practices (“ESG”) and, therefore, is part of important portfolios on the Brazilian stock exchange, such as the S&P/B3 Brasil ESG, the Carbon Efficient Index (ICO2) and the Corporate Sustainability Index (ISE), as the operator with most consecutive years – 14 years – in this list. It is also part of B3’s Novo Mercado, recognized as the highest level of corporate governance, and was the first telco company recognized by the Brazilian Office of the Comptroller General (CGU) with the “Pró-ética” seal and the first operator to obtain certification ISO37001.

Total 211 words used.

In the face of the growing evolution in technology and customer service, TIM decided to modernize the call center, adopting a Cognitive IVR to offer a more resolute, faster journey, with voice recognition, constant learning, sentiment analysis, pro-Active approach, and personalization.

The cognitive IVR has already received more than 92 million calls, from July 2020 until September 2022, corresponding to a significant part of all the calls received at the call center, resulting in an 134% increase when compared to its implementation.

As a result of the partnership with IBM, the number of calls solved only by the cognitive voice channel increased 25% (primary retention). And by 35% in definitive retention (measurement of customers who solved the request without recalling the company in up to 24h).

One of the main highlights of this partnership is related with customer experience. This milestone was achieved by constant machine learning and curatorship that enabled TIM's Cognitive IVR to have a high level of understanding, in an average service time of 2 minutes.

Additionally, Cognitive IVR’s training and curatorship considered diversity and inclusion by avoiding the use of male chauvinist or sexist terms.

With all these features, the solution has leveraged profitability and churn reduction in services, such as: plan migration, recharge and contracting additional data.

Total 218 words used.

Attachments:

ONEPAGE_STEVIE AWARDS_TAIS_v4 - Case Summary

PPT_STEVIE AWARDS_TAIS - Features and Main results

VÍDEO_STEVIE AWARDS_TAIS - Video with features and main results

Awards:

https://www.minhaoperadora.com.br/2022/11/tim-leva-premio-abt-por-excelencia-em-relacionamento-com-o-cliente.html

https://www.correiodosmunicipios-al.com.br/2022/09/tim-e-reconhecida-como-empresa-do-ano-em-duas-premiacoes-por-sucesso-no-atendimento-ao-cliente/

https://www.linkedin.com/feed/update/urn:li:activity:7000456791197118464/

https://www.linkedin.com/posts/premioabt_premioabt-somospraeamioabt-boaspraerticas-activity-6996470580136828928-83uK?utm_source=share&

Media:

https://www.telesintese.com.br/tim-usa-ia-da-ibm-no-autoatendimento/

https://epocanegocios.globo.com/Tecnologia/noticia/2022/01/tim-entra-no-metaverso-com-loja-replicada-no-mundo-virtual.html

https://veja.abril.com.br/blog/radar/como-um-call-center-atende-1-milhao-de-chamadas-por-mes-

https://jornaldaparaiba.com.br/economia/mercado-em-movimento/tim-fara-atendimentos-pela-alexa

https://revistacapitaleconomico.com.br/tim-transforma-autoatendimento-aos-clientes-com-inteligencia-artificial-da-ibm/

https://overbr.com.br/noticias/tim-transforma-autoatendimento-aos-clientes-com-inteligencia-artificial-da-ibm

https://computerworld.com.br/plataformas/com-autoatendimento-cognitivo-tim-avanca-jornada-de-transformacao-digital/

https://abramark.com.br/destaques/a-tim-oferece-atendimento-pela-ai-da-amazon-a-alexa/

https://aiotbrasil.com.br/alexa-passa-a-atender-tambem-os-clientes-da-tim/

https://www.mobiletime.com.br/noticias/04/02/2022/tim-oferece-atendimento-de-clientes-via-alexa/

https://www.aberje.com.br/tim-adota-linguagem-inclusiva-e-nao-sexista-em-ura-cognitiva/

https://open.spotify.com/episode/7J161c1fvWlNLeJvqxMH8l

https://www.tudocelular.com/mercado/noticias/n179093/tim-adota-linguagem-inclusiva-no-assistente.html

https://www.mobiletime.com.br/noticias/31/08/2021/bot-da-tim-recebe-algoritmo-com-linguagem-inclusiva-para-mulheres-e-pessoas-lgbtqi/

https://tiinside.com.br/31/08/2021/tim-adota-linguagem-inclusiva-e-nao-sexista-em-ura/

https://newvoice.ai/2020/12/09/tim-aumenta-uso-de-atendimento-via-assistente-virtual/

https://canaltech.com.br/inteligencia-artificial/atendimentos-da-tim-usando-inteligencia-artificial-cresceram-75-na-pandemia-167740/

https://www.tudocelular.com/mercado/noticias/n177694/tim-atendimento-concierge-para-clientes-do-black.html

https://www.convergenciadigital.com.br/Cloud-Computing/TIM-atendeu-tres-milhoes-de-chamadas-usando-o-Watson%2C-na-nuvem-publica-da-IBM-54106.html?UserActiveTemplate=site%2Cmobile%2Csite%2Cmobile%2525252Csite

https://www.tudocelular.com/android/noticias/n185854/alexa-e-tim-assistente-de-voz-da-amazon.html

https://portal.clientesa.com.br/callcenter/tim-adota-atendimento-via-alexa/

https://aiotbrasil.com.br/alexa-passa-a-atender-tambem-os-clientes-da-tim/

https://www.minhaoperadora.com.br/2022/02/alexa-e-integrada-a-assistente-de-voz-tais-da-tim.html

https://www.tudocelular.com/curiosidade/noticias/n167321/tim-anuncia-tais-assistente-virtual.html

https://newvoice.ai/2022/02/07/tim-usa-alexa-como-canal-de-relacionamento-com-clientes/

https://www.correiodosmunicipios-al.com.br/2022/06/atendimento-da-tim-ganha-o-premio-consumidor-moderno-por-colocar-o-cliente-no-centro-de-sua-estrategia/

https://www.minhaoperadora.com.br/2020/09/tais-sera-a-nova-assistente-virtual-da-tim.html

https://www.correiodosmunicipios-al.com.br/2022/09/tim-e-reconhecida-como-empresa-do-ano-em-duas-premiacoes-por-sucesso-no-atendimento-ao-cliente/

https://newvoice.ai/2022/02/07/tim-usa-alexa-como-canal-de-relacionamento-com-clientes/

https://www.aberje.com.br/tais-e-a-nova-assistente-virtual-da-tim/

https://www.mobiletime.com.br/noticias/04/02/2022/tim-oferece-atendimento-de-clientes-via-alexa/

https://www.minhaoperadora.com.br/2020/12/assistente-virtual-da-tim-e-oficialmente-lancada.html

https://www.telesintese.com.br/tim-usa-ia-da-ibm-no-autoatendimento/

https://www.cidademarketing.com.br/marketing/2022/02/07/amazon-em-parceria-com-a-ibm-tim-lanca-atendimento-via-alexa/

https://paranashop.com.br/2020/07/tim-transforma-autoatendimento-aos-clientes-com-inteligencia-artificial-da-ibm/

https://ipnews.com.br/tim-usa-inteligencia-artificial-da-ibm-no-autoatendimento-de-clientes/

https://diariodocomercio.com.br/negocios/tim-utiliza-inteligencia-artificial-para-empoderar-clientes/

Total 221 words used.

The use of a fully cognitive IVR brought a powerful revolution in TIM's contact center. By using artificial intelligence and data science, TIM Brasil was innovative and pioneer, because became the first Telco in Brazil to adopt a solution like that.

The service empowered even further the customers with a cognitive and personalized experience, getting possible a natural dialogue with a virtual assistant, faster and automatized journeys, proactive approaches, and sentimental analysis.

By the way, TAIS increased the possibilities for a company that has it on its slogan: “Imagine the possibilities”. Beyond the financial gain, it allowed the digitalization of several services and was important for its customers especially in a humankind difficult period like Covid-19 pandemic.

Due to the expressive success, the company decided to expand the service in 2022, integrating with Alexa (Amazon's virtual assistant) and Echo Dot, also adding value to the service for TIM's stores (Lojas do Futuro).

Given all these characteristics, it has also become an important channel for monetization and churn reduction by offering services such as plan migration, recharge, contracting data packages, payment via Pix and loyalty.

With the cognitive IVR, TIM Brasil answered around 36 million calls without human service since 2020 July with a clear strategy of improving processes and channels by using artificial intelligence and consequently delivering a better customer experience.