global office Selects Telekom to Enable AI Chat-Bot Solution

Since October 2024, global offce GmbH has been using the AI-supported chat bot solution Conversational AI Suite from Deutsche Telekom. The voice assistance technology is used in hundreds of calls and achieves a high level of satisfaction among customers and franchise partners. 

Founded in 2008, the company works in telephone, office and secretarial services. With its “telephone angels”, global office works for more than 1,600 corporate customers in various sectors. The solution must therefore be flexible, scalable and competent in various specialist areas.

Human and artificial intelligence in balance 

Telekom's Conversational AI Suite enables round-the-clock customer service and the simultaneous answering of any number of calls, that is 100 percent availability without waiting times. And all this with consistent, standardized answer quality. It helps global office and its customers to manage peak times and reduce waiting times by pre-qualifying inquiries and processing simple tasks directly. In addition, as a “listener”, it automatically provides employees with contextual information based on FAQs from the respective companies. This relieves the burden on human agents, who can concentrate on more complex tasks.

Erik Krömer, Managing Director of global office, explains: “We wanted to bring innovation into the company without losing sight of people. After all, human intuition remains irreplaceable in complex matters. For us, the fact that AI supports us is a sign of quality. We are in an extremely dynamic market. If you don't focus on innovation today, you will be left behind the day after tomorrow. It was important to us that the solution is reliable, durable and 'made in Germany'.”

Seamless integration into existing environments

The scalable, cloud-based platform was developed in Germany with Deutsche Telekom partners and meets all European data protection and security standards, including audits by independent bodies. It provides AI solutions for customer contact via voice channels, email, messenger or web chat. Users create the steps to resolve the caller's request themselves using configurable modules on a low-code interface: no IT programming skills are required. global office is planning a self-service portal so that partners can adapt and maintain parts of the suite themselves.

The solution combines natural language processing, machine learning and generative AI to process both simple routine inquiries and more complex requests. With its modular structure, the Conversational AI Suite can be integrated into existing environments and connected to third-party systems such as ERP and CRM. 

Monitoring dashboards for continuous optimization

The suite offers extensive statistics to monitor and improve the performance and quality of the digital assistants. For example, keywords can be added to better recognize caller intents. Companies take a small risk when introducing the digital agent: they can use special traffic management programs to direct a certain proportion of calls to the voice assistant, check acceptance and make optimizations. If the usability is right and the caller feels well served in their request, the use of AI chatbots will increase. “Many companies are still reluctant to use AI,” says Klaus Werner, Director Business Customers Telekom Deutschland. Telekom sees itself as a partner in digitalization. global office is a positive example of successful integration.”

Easy start in the world of AI

Telekom set up the platform for global office and offered support in operating the tools, creating the dialog sequences and integrating it into backend systems. A team from Telekom Deutschland's Solution Business Unit, led by Stefan Marienfeld, provided operational support for the launch together with the IT department at global office. The company opted for a step-by-step approach, starting with simple use cases and gradually expanding. This enables rapid implementation and adaptation to the specific needs of global office's very different customers.