Telecommunications / Fixed and mobile telecom
Deutsche Telekom: Customer enquiries and installation booking
- Company
- Deutsche Telekom
- Country
- Germany
- Adoption stage
- In operation
- Source published
- Date basis
- The date the source was published. It can differ from the date adoption started.
- How the source was checked
- Checked a source excerpt through a search tool
The work problem
Telecom call centres receive a large volume of calls that land on agents. Enquiries with no existing script, or enquiries worded unclearly and ungrammatically, were hard to handle with automated responses.
Technology and data
Deutsche Telekom added generative AI to its Frag Magenta chatbot. It now handles enquiries with no set script, and enquiries that are unclearly worded or ungrammatical. It is used on both the voice and the chat channel. On the agent side the company is rolling out AI tools bundling automatic pre-call briefing, an agent chatbot called askT, and call summaries. In Germany a voice bot also takes fibre installation bookings.
Results
Deutsche Telekom said that in 2025 Frag Magenta's voice and chat handled 3.4 million calls instead of agents. That is 900,000 more than the cumulative figure through the third quarter. It wrote that in Germany the customer chatbot moved fully to an LLM basis, recording a 55 percent resolution rate, and service contacts fell by 10 percent. In the fourth quarter a voice bot took 40 percent of fibre installation bookings. As of December more than 1,400 agents use AI tools.
Limits and open questions
The 3.4 million is the number of calls that did not go to an agent, not a figure indicating resolution quality or customer satisfaction.
Sources
- AI and Digitaltelekom.com, Accessed
- Deutsche Telekom Q4 2025 results presentationtelekom.com, Accessed
- Data and AI, Deutsche Telekom Annual Report 2025report.telekom.com, Accessed
Compiled from public sources. These are not results from ATF Works customers.