Telecommunication in
the modern age
Deutsche Telekom’s billion-dollar brand is embodied by its UneeQ digital humans, offering personal, engaging service around the clock. Together, they’re progressing the future of modern communication into the AI era.
Client Overview
Deutsche Telekom is a leading brand in Europe and one of the biggest in the world. You may know them as T-Mobile in other parts of the world. With an exceptional brand identity and a history of driving innovation, Telekom employs a family of UneeQ digital human assistants to keep its brand on the cutting edge of customer service and innovation.
Increase in
conversion rate
Reduction in
cart abandonment
Overall customer
rating
Always on; always
on brand
The biggest and most recognizable brands in the world need assurance that AI technologies are safe and secure enough to be autonomous and customer-facing. The AI also needs to be capable of delivering value to people – functional as well as fun. But the opportunity is equally huge.
Telco products and services are often technical and difficult for the layman to understand. Many customers have doubts in their abilities and technical knowledge, and may even feel embarrassed to ask a real person for help. If you can turn that doubt into confidence, you create truly emotionally engaged customers.
A UneeQ solution with AI-powered digital humans
Deutsche Telekom has a family of digital human employees. They answer questions, provide recommendations, and guide people to the products and services right for them. No longer are people left to search for themselves online; they have a personal, humanlike guide with deep product knowledge to give them confidence in their purchases.
These AI assistants represent the brand identity of Deutsche Telekom as customer service agents – in how they look, talk, and interact. But more than that, they’re highly competent and autonomous agents, able to speak about technical products and services in a natural, native German language, and assist customers 24/7.
Get to know
Deutsche
Telekom’s digital humans
Deutsche Telekom’s digital human journey started with Selena. Selena, is a wizard at explaining home broadband options to customers, asking them about their home set-up and lifestyle, before recommending services that suit.
Driven by their doubts, customers tend to buy the cheapest option – and may be disappointed by the results. Selena can match people to what they need, for a greater result and ongoing customer relationship. Next came Max, who’s a Deutsche Telekom employee through and through. His energetic nature and friendly personality make him an ideal AI assistant to live on the Telekom website and app, where he can answer all customer inquiries and guide people to a solution they’ll love.
And most recently came Pia – an empathetic conversationalist with a reliable, assuring nature. Her friendliness and approachability, plus personality traits like being a great listener, makes her a perfect choice for customers who want an empathetic ear while navigating Deutsche Telekom’s wide array of services.
Daniel Garcia Catalan
Innovation Manager for Sales & Service, Deutsche Telekom
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