Deutsche Telekom deploys AI voicebot for Hessen Pension Insurance

Deutsche Telekom has equipped Deutsche Rentenversicherung Hessen (DRV Hessen) with an AI-driven voicebot system to improve communication with its clients. The cloud-based "Conversational AI Suite" is designed to enhance service quality and streamline internal operations.

The voicebot is utilized in customer service, pension processing, and rehabilitation to prequalify incoming calls. The system automatically gathers caller information and routes calls to the appropriate personnel or teams. DRV Hessen currently prequalifies approximately 85,000 calls monthly, accelerating internal workflows and freeing up staff for more complex assignments. Clients benefit from increased accessibility and reduced wait times.

The solution integrates natural language processing, machine learning, and generative AI. DRV Hessen staff can independently create customized workflows using modules on a low-code platform. The system's interface allows for visual design, testing, and refinement of dialogue sequences. Dashboard and statistics functions provide real-time insights into system status and enable the evaluation of usage patterns and performance metrics.

According to Deutsche Telekom, the "made in Germany" solution was developed in Germany and operates on the Open Telekom Cloud in certified, GDPR-compliant data centers. It meets high standards for data protection, IT security, and availability. The company emphasizes that AI-supported voice solutions free employees from routine inquiries, allowing them to focus on more complex customer needs.