Overview A subsidiary of T elecom Italia Mobile, TIM Brazil is one of the most prominent mobile operators in the country, serving all Brazilian states. To improve customer satisfaction and gain mar- ket share, the company needed to optimize its customer service processes. Challenge TIM Brazil places a high value on customer ex- perience. Nowhere is this more pronounced than in its call center, which features an inter- active voice response (IVR) system designed to automatically connect customers with the answers they need quickly and efficiently. The IVR handles millions of calls per month. However, due to various system errors, a small percentage of these calls were being unnec- essarily routed to a human agent, which had an impact on both the customer experience and the call

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