Telecom Italia (TIM) is using Microsoft solutions to overhaul its customer service offerings as it looks to take advantage of digital technologies.
The agreement will see TIM using Microsoft’s analytics tools to bring intelligence to its customer service and technical support functions.
It will also use virtual assistants powered by Microsoft Azure cognitive solutions.
The deal is set to cover TIM’s operations in Italy and Brazil, with the timescale for the introduction of the new capabilities not disclosed.
The partnership is part of the DigiTIM strategy, which has seen the operator introduce a “Transformation Office” to overhaul the management structure and IT assets at the company.
TIM said it plans to increase its use of big data and analytics to better serve its customer base and find new growth opportunities.
Amos Genish, TIM Chief Executive Officer, said: “The present agreement is a step forward in DigiTIM’s strategy, strongly committed to providing digitisation 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.”
Jean-Philippe Courtois, Executive Vice President and President, Microsoft Global Sales, Marketing & Operations at Microsoft, said: “Every day artificial intelligence is becoming more beneficial to businesses across the world.
“Adoption of this platform will enable TIM to deliver customised digital assistance via their contact centres, enhancing mobility and connectivity to exceed customer needs.”
TIM saw group sales rise 2.7 percent year-on-year to €19.8 billion in 2017, buoyed by its home market where revenues rose 2.3 percent to €15.35 billion on the back of the growth in its customer base.