tim | Monk Software

TIM

THE CUSTOMER PROFILE

TIM, a.k.a. Telecom Italia Mobile, is a telecommunications company owned by Gruppo TIM. Born in 1995, it's been a brand of telephone services (mobile, landline and internet) since 2015 and servers over 30 million users in Italy.

THE NEED

Facing their users' growing demand for a direct, mobile interaction with the company, TIM designed a secondary app alongside their classic self-care app, to offer chat support and explore the conversational paradigm to sustain engagement. All of that, while containing costs and time-to-market.

THE SOLUTION

PRODUCTS: ADAM Framework

To develop and quickly empower different conversational content in the app, we made available the main components of our proprietary framework ADAM. To manage the customer support, we integrated EIMeChat and EIMeRouter both in the app and with Microsoft's artificial intelligence, with Liveperson and with the Contact Management System Lithium.

Edoardo Thermes

TIM Digital Director

In a challenging context, Monk Software was able to start a fruitful relationship with the experimental laboratory and TIM's IT - and released the app TIM Personal in a very short time. They were one of the few suppliers able to boldly embrace this project and work with a true partnership approach a big, complex reality such as TIM.