Deutsche Telekom’s AI Voicebot Transforms Pensioner Service at DRV Hessen

Deutsche Telekom has equipped Deutsche Rentenversichung Hessen with an AI-driven voicebot system for its clients. © Deutsche Telekom

(IN BRIEF) Deutsche Telekom has introduced its Conversational AI Suite to DRV Hessen, deploying a secure, cloud-based voicebot that prequalifies 85,000 calls a month by gathering key case details and routing inquiries via Automatic Call Distribution. Staff use a low-code visual builder and intent trainer to refine dialogues continuously. Real-time and historical dashboards track metrics—such as call volumes, intent accuracy, and transfer rates—allowing ongoing performance tuning. Hosted in European GDPR-compliant data centers, the “AI made in Germany” platform enhances accessibility, reduces wait times, and shifts routine inquiries from advisors to automated workflows.

(PRESS RELEASE) BONN, 6-Aug-2025 — /EuropaWire/ — Deutsche Telekom has deployed its cloud-based Conversational AI Suite at Deutsche Rentenversicherung Hessen (DRV Hessen), the Hessen state pension insurer, introducing an AI-driven voicebot to streamline client interactions and elevate service quality. Hosted on the Open Telekom Cloud within GDPR-compliant European data centers, this “AI made in Germany” solution ensures top-tier security and availability.

The voicebot prequalifies an average of 85,000 calls monthly, guiding callers through dynamic, natural-language dialogs to capture case numbers, insurance details, or other identifiers. Leveraging Automatic Call Distribution, it then routes each inquiry—complete with collected data—to the appropriate specialist team. This automation accelerates response times, virtually eliminates wait periods during peak volumes, and frees up staff for complex cases.

DRV Hessen employees tailor the bot’s conversations using a low-code, visual dialogue builder. Live previews allow rapid testing and refinement, while an intent trainer surfaces unrecognized queries so they can be mapped to existing categories or used to create new intents—continuously enhancing accuracy based on real user input.

Real-time dashboards and historical analytics give DRV Hessen full transparency into interaction volumes, language breakdowns, call durations, intent recognition rates, and handoff metrics. These insights enable ongoing optimization of workflows and service performance.

“Empowering our advisors to design the bot’s workflows ensures that our voice assistance truly reflects our expertise,” explained Volker Probst, Head of Customer Service at DRV Hessen. “The intuitive interface lets us update dialogs without deep IT support, and Telekom’s experts are always available to help.”

Klaus Werner, Director Business Customers at Telekom Deutschland, added: “Modern public institutions must deliver swift, personalized phone support. Our AI-powered voicebot not only handles routine queries end-to-end but also integrates seamlessly with existing IT landscapes via modular connectors—freeing up human advisors to focus on higher-value tasks.”

Media contact:

Martina Morawietz
Telekom Blogger
media@telekom.de
+49 228 181 49494

SOURCE: Deutsche Telekom AG