Key results
The company
Deutsche Telekom
telekom.comIntegrated telecommunications provider for mobile, fixed-network, and IT services.
Result highlights
- 14-point increase in customer recommendation score
- 10% increase in first-time resolution rates
- 5% YoY increase in field agent resolution rates
- 2% decrease in call transfers
The story
Germany's leading telecommunications provider serves over 23 million customers while managing 15,000 call center agents and 5,500 field technicians handling millions of annual interactions.
Standardized learning programs failed to address individual skill gaps, resulting in high performance variability and agents overwhelmed by thousands of generic training materials. Supervisors lacked the data to provide personalized guidance, relying instead on subjective observations that could not scale.
The organization built an AI engine that analyzes call transcripts, field data, and KPIs to identify specific learning needs. Integrated directly into daily workflows, the system delivers just-in-time micro-trainings, such as podcasts for technicians driving to specific job types or videos for agents struggling with specific tasks. Supervisors validate these AI-generated recommendations through a human-in-the-loop review process before they reach employee dashboards.
Scope & timeline
- 8,000 agents upskilled via AI coaching
Quotes
“To go from being great at customer service to being excellent is very hard. To get there, Deutsche Telekom wanted to shift from standardized learning to offering lessons tailored to individual agent needs. The analogy would be going from having to search for YouTube fitness videos on your own to actually working with a personal trainer who guides you based on your individual needs.”