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  • 2018 Corporate Responsibility Report

Our innovations for better service

In addition to improving existing contact channels, we are also working on innovative new service offers.

  • Customers want a fast and simple overview of their contracts and the services they have booked. The “MeinMagenta” (My Magenta) app makes that possible. The app provides information at a glance via tablet and smartphone on contract status, data volumes, inclusive minutes, and much more. In addition, the app offers important questions and answers, help videos, and community posts. Direct access to a personal contact via chat or video chat is also possible. The app was made even more user friendly in 2018 and new features were added. With the addition of the shop, customers now have the opportunity to conclude new contracts, renew their contracts, and book new tariff options. More than four million customers are already using the app and give it an average rating of four out of five stars.
  • Our customers can optimize their internet access in their home Wi-Fi network using the “Mein WLAN” (My Wi-Fi) feature in the “DSL img Hilfe” help app. This allows them to check the quality of the Wi-Fi connection in a flash and determine the range of their wireless network. In addition, the self-service Wi-Fi check offers useful tips and tricks for improving reception – from moving the router and adjusting the antennas to installing additional repeaters.
  • Our digital service assistant – an automated text chat function that can engage in text-based dialogue with customers around the clock – offers help on more than just faults. It also supports customers with other issues – whether it’s a help, advice, or service query. The assistant has been using AI technology since April 2018, allowing it to learn: Its answers are increasingly accurate, thus providing customers with the best possible assistance. If an issue arises that the assistant cannot answer, the customer is forwarded to a customer adviser. The text chat function has gone down very well with our customers. It is already being used more than 130,000 times a month, and the figure is rising. 
  • Few have not been burdened with the tedium of searching for customer numbers or passwords. For this reason, we introduced the “SprachID” (VoiceID) in 2018 to make it easier for our customers to authenticate themselves on the service hotline. Anyone wanting to use this service has to repeat a predefined sentence three times when registering. Voice characteristics are converted into a numeric value in the process and stored in compressed form. To authenticate themselves later on, customers simply have to utter the sentence “At Deutsche Telekom, my voice is my password” (in German) and the system can identify them uniquely. After just five months, more than 200,000 customers have already registered for the service.
  • Our customers have been able to use our online application “Mein Telekom Techniker” (My Telekom Technician) since summer 2018 throughout Germany to track the arrival time of the Deutsche Telekom technician. The service is used on average around 4,000 times a day. “Mein Telekom Techniker” (My Telekom Technician) is being further developed together with our customers. Customers give this service an average rating of 4.7 out of 5 stars.

We use the opportunities offered by digital transformation in areas where it offers added value for customers, relieves the workload for our employees and is accepted by them. Our service always remains empathetic and human-centric as a result.