How Deutsche Telekom uses AI

Deutsche Telekom's chief AI officer said in September 2026 that AI agents are replacing the automated phone menus on its customer service lines. In some of its ten European markets callers no longer reach the menu, and others are to follow within months.

Simple actions such as checking and rebooting a router or explaining a high bill go to AI agents first and complex calls go to humans, with adapters and caching added so that a 30 to 60 second router reboot does not mean hold music.

He said an agent switched on for a new use case starts at no more than 20% of those calls and reaches 40% within a couple of months, and that the share of interactions that never reach a human grows by one to two percentage points a month. No overall containment figure was given.

At its AI investor day in October 2026, Deutsche Telekom said that its "Frag Magenta" assistant, which the release calls a chatbot, took over about 2.6 million calls in customer service in the first half of 2026. The release presents this as part of its use of AI where large volumes of repetitive work arise, alongside AI that supports service staff during calls and takes over their documentation. It does not say how many of these calls ended without a human, which lines or countries are covered, or which technology runs the assistant.

Deutsche Telekom's RAN Guardian Agent, built with Gemini models on Google Cloud, went live in its German mobile network in November 2025. It is a multi agent system: one agent finds upcoming public events from public sources, another assesses whether nearby cells can carry the expected traffic and monitors them live, and a third executes corrective actions such as reallocating resources or adjusting configuration, documenting every action. It is being extended to the Czech Republic and Croatia. In February 2026 Deutsche Telekom announced MINDR, which applies the same approach end to end across radio, transport and core domains, with first production releases planned for later in 2026.

Deutsche Telekom uses a family of UneeQ digital humans that speak German and guide customers to products: Selena explains home broadband options after asking about the customer's home and lifestyle, Max answers customer questions on the Telekom website and app, and Mia works at events such as MWC. The vendor presents them as a way to give hesitant customers confidence in technical purchases. The case study shows conversion, cart abandonment and rating tiles without readable figures, so no metric is recorded. The case study does not describe screens in Telekom shops; the kiosk channel reflects Mia's use at events.

Deutsche Telekom's newsroom reports that since summer 2022 it has used software from WSC Sports for MagentaTV and MagentaSport. The AI driven tool analyzes live matches and produces highlight snippets on its own; the editorial team runs a quality check, the clips are packaged with defined branding automatically and sent to internal and external digital partners. Telekom says it published the fastest highlights on the German market a few minutes after the final whistle during the 2022 FIFA World Cup, and reports more than 5,500 videos produced across the World Cup, the 3. Liga, the Frauen Bundesliga, the Deutsche Eishockey Liga and the Basketball Euroleague.

Deutsche Telekom's own newsroom describes a pilot, first run in Bornheim near Bonn, in which a measuring vehicle with 360 degree cameras and laser scanners collects environmental data for its FTTH rollout, and software developed with Fraunhofer IPM automatically classifies around 30 categories of surface and obstacle (pavement type, trees, root structure) to determine the optimal cable route, which a Deutsche Telekom planner then checks and approves.

A separate account from Fraunhofer IGD's Steep workflow platform, which has processed this imagery and point cloud data at scale in Deutsche Telekom's cloud since the collaboration began in 2017, says the program has since planned more than 10 million households and connected more than 8 million of them to FTTH, and that planning and approval work which used to take several months is now finished within a few weeks, on average about 75% faster.

Steep credits that speedup to the whole geospatial data infrastructure it built for Deutsche Telekom, including large scale point cloud classification and the Fibre3D tool that lets planners present plans to municipalities with fewer site visits, not to automated AI route determination alone: Steep says the classification output "can later be used to automatically determine optimal routes", describing that as a future use rather than a capability it says is running at this scale today.