BrazilTechnology and telecom2025 – ongoingTIM S.A.
TAIS Real Time call-center copilot
TIM said its call-center copilot assisted 1.5 million calls and reduced handling time
Problem
TIM agents needed to identify callers' intentions and find the right service procedures during live conversations.
Approach
TIM tested TAIS Real Time at 60 agent positions in Rio de Janeiro from September 2025. The copilot transcribed conversations and consulted a knowledge base to suggest replies. It combined language models and reused information from similar requests.
Results
Takeaway
The assistant supported live agents, with TIM reporting fewer repeat calls as well as shorter handling time. Expansion across the service operation remained planned.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Mobile Time interviewed TIM's customer-relations AI director about the copilot trial. TIM reported 1.5 million assisted calls and a double-digit percentage reduction in average handling time, without disclosing the exact percentage.
Full details are in the original sources.