SHERIDAN, WYOMING – August 6, 2025 – Deutsche Telekom has deployed its Conversational AI Suite to modernize customer service operations for Deutsche Rentenversicherung Hessen (DRV Hessen), one of Germany’s largest pension insurers. The AI-powered voicebot is streamlining workflows, improving service accessibility, and ensuring top-tier data security for nearly 4.2 million insured clients.
AI-driven automation reduces wait times and improves service quality
At the core of the transformation is a smart voicebot that prequalifies up to 85,000 monthly calls related to pensions, rehabilitation, and insurance queries. By gathering caller intent, case numbers, and other key identifiers, the system routes inquiries to the appropriate teams—armed with all relevant data from the initial interaction. The result is reduced hold times, faster resolution, and optimized staff allocation.
- Voicebot prequalifies ~85,000 calls per month
- Smart routing (Automatic Call Distribution) improves response speed
- Staff freed from repetitive tasks can focus on complex inquiries
- Wait times virtually eliminated, even during peak periods
Low-code design empowers teams to shape AI workflows independently
One of the platform’s key strengths lies in its adaptability. DRV Hessen personnel can design and refine dialogue flows without needing IT expertise. Using a visual builder with live previews, employees can map and test conversational logic to improve responsiveness and relevance. The system’s intent trainer surfaces unrecognized queries and guides users in adding new dialogue branches—further increasing the voicebot’s accuracy in real-world use.
“With their extensive expertise, our advisors know exactly how to support callers with their concerns. Voice assistance works best when employees play a direct role in crafting the dialogue. The voicebot can be programmed without deep IT knowledge, and the web-based user interface impresses with intuitive and flexible usability. Should questions arise, Deutsche Telekom's experts are on hand to assist,” says Volker Probst, head of the Customer Service Department at DRV Hessen.
Real-time insights ensure performance and compliance oversight
The Conversational AI Suite includes advanced dashboard analytics that offer real-time and historical data insights into user behavior, system responsiveness, and resolution outcomes. DRV Hessen can monitor:
- Commonly addressed topics and intents
- Interaction length and language use
- Frequency of transfers to human agents
- Recognition accuracy and dialogue performance
Such granularity allows continuous fine-tuning while maintaining full compliance with European data privacy standards.
Industry-first security and scalability through the Open Telekom Cloud
Data protection and GDPR compliance are critical in public sector deployments. Telekom’s AI voicebot platform runs on the Open Telekom Cloud within certified, German-based data centers—offering high availability, IT security, and full legal alignment. According to Klaus Werner, Director Business Customers Telekom Deutschland:
“Modern public institutions excel by providing quick, competent, and personalized responses to phone inquiries. AI-supported voicebots alleviate employees from routine inquiries and enable prequalification. With Telekom's Conversational AI Suite, DRV Hessen employs a robust and security-tested voice dialogue system, 'made in Germany'.”
Strategic implications: scalable AI for public sector service modernization
As AI automation becomes a strategic priority across public institutions, DRV Hessen sets a compelling benchmark. The ability to securely deploy conversational AI at scale—while empowering non-technical staff to tailor services—demonstrates a sustainable blueprint for agencies seeking both efficiency and citizen-centric responsiveness.
With modular integration into existing systems and the ability to fully automate simple interactions end-to-end, the Conversational AI Suite is poised to support future government use cases ranging from healthcare to unemployment services.
Learn more about the Conversational AI Suite at https://www.telekom.com