Deutsche Telekom utilizes Artificial Intelligence (AI). But how? Where is the journey headed, and what does "Telekom AI" mean?
Deutsche Telekom focuses on products and services that are good and useful for humans. For customers and employees. This also applies to the use of artificial intelligence (AI). AI is meant to solve business problems and increase productivity - while keeping the focus on people. What sounds simple is a high standard that we set for the use of AI at Deutsche Telekom. AI stands for different models. Sometimes we adopt these from partners, sometimes we adapt solutions to our own needs and those of our customers, and sometimes we develop our own customized solutions.
Value add for customers
Deutsche Telekom has been working with artificial intelligence for many years. It works with strong (AI) partners to develop solutions for private and business customers, and of course also uses AI itself. The ambition is clear: Deutsche Telekom strives to play a leading role in the use and provision of AI for the benefit of the society, the economy and the company.
AI has been used in many industries for a long time - sometimes obvious, sometimes less obvious. It simplifies digital transformation and helps employees to do their work more efficiently and better. For example, where large volumes are involved. Thanks to AI, many things can be done faster for our customers. One example is the use of AI in the fiber optic expansion. It supports the experts in network planning and helps where they are lacking. Without AI, Deutsche Telekom's broadband expansion would be impossible at its current scale and speed. The same applies to cyber security, where the aim is to recognize patterns in attempted attacks in order to defend them. Moreover, Deutsche Telekom has been working on automation, pattern recognition and machine learning for its customers for years, not just since the triumph of generative AI. For example, for the predictive maintenance of machines or chatbots in service (e.g. “Frag Magenta”).
And not only for private customers. The technology is also used in complex processes and factories. The bakery around the corner, SMEs and large global companies - Deutsche Telekom offers all business customers customized AI solutions from a single source. They have been benefiting from artificial intelligence for decades - more than 200 specific solutions are already being used by business customers. Deutsche Telekom offers them reliable support across all industries on their journey to becoming an AI-supported company, from the initial idea straight through to operation.
Partnerships and balance for the future
At a time when AI applications are popping up like mushrooms, which path will Deutsche Telekom take? One thing is certain: it will not develop its own large language models, i.e. generative AI, on its own. Instead, the company is focusing on partnerships. In this way, it secures access to the best AI solutions on the market and joint developments. Deutsche Telekom is pursuing a balance between taking, shaping and making:
- “Taking” means that Deutsche Telekom buys a completed solution on the market and integrates it more or less 1:1. One example is the internal chatbot AskT. AskT is based on the ChatGPT technology and is approved for the use of data up to the classification ‘internal’.
- “Shaping” means that Deutsche Telekom adapts a solution from the market for its own purposes. For example: the Large Language Model (LLM), which is in development together with international partners from the Global Telco AI Alliance. This is an association of telecommunication companies that are not competitors. The aim is to develop a joint telco-specific LLM - based on the assumption that the main concerns of customers are similar everywhere.
- “Making” refers to everything that Deutsche Telekom creates together with partners or by itself. One example is the FTTH chatbot or the operating system LMOS (pronounced Elmos), which was also developed internally for the integration of chatbots. Another example is the Law Monitor from T-Systems. A solution for business customers that uses AI to identify, structure and analyze legal texts, images, and tables that are available online. This makes changes to the law quickly and easily visible.
Deutsche Telekom's global partnerships enable companies and the public sector to benefit from the opportunities offered by global players while at the same time being sovereign when it comes to their data. Data protection and security are particularly important in the context of artificial intelligence.
Working with AI within Deutsche Telekom
The Group introduced ethical guidelines for the use of AI back in 2018. These guidelines determine, for example, that customers should always know whether they are speaking or writing to an AI or a real person.
Deutsche Telekom has also introduced principles for green AI. They are intended to support a sustainable development and use of the technology. The company is already using artificial intelligence in its data centers and networks to increase energy efficiency. It is also promoting AI solutions that contribute to greater sustainability.
The Group invests in training and development of its employees. As of today, around 90,000 employees (Sept. 2024) have acquired AI-relevant skills for their job. This is important because the work of all Deutsche Telekom employees is to be supported by AI within the next few years. Deutsche Telekom adopted an AI manifesto at the beginning of 2023. It ensures that the interests of employees and their data are protected. The manifesto also sets the standards that apply to the introduction of AI systems at Deutsche Telekom.
The AI Competence Center (AICC), which was founded in 2023, also helps with this. It bundles the Group's AI expertise and offers practical technical support to units throughout Deutsche Telekom. This enables them to use generative AI quickly. The AICC advises on the ethical and safe use of AI and provides assistance in selecting suitable partners.
Whenever an AI application works well internally, an offering can also be adapted for business and private customers. Deutsche Telekom works closely together across all segments to develop solutions. In this way, the company brings useful and easy-to-use AI tools to more than 250 million people worldwide and over 2.3 million business customers.
Deutsche Telekom with an international footprint
AI penetrates all areas of life, regardless of national borders. This is another reason why we are involved in the AI ecosystem, particularly with the Global Telco AI Alliance, which we founded together with e&, Singtel and SK Telecom. Its aim is to develop new growth drivers through innovative AI models.
Deutsche Telekom is particularly present in Europe and North America and is therefore focusing on AI in these markets. It is expanding the use of AI in all of its national companies. In addition to the use of AI in services, as well as predictive and machine learning, the areas of application are diverse. The safe use of the technology and the responsible handling of data are always at the forefront. Deutsche Telekom is convinced that it is in our collective interest to have common rules in place that ensure the development and use of responsible AI in Europe. At the same time, these rules must not hinder innovation. After all, artificial intelligence opens up many new opportunities. Europe will only be able to successfully demonstrate the benefits of ethical AI development, if we can also create innovation and technology leadership.
Secure networks as enablers of artificial intelligence
Last but not least, Deutsche Telekom is an important enabler for artificial intelligence. Because without a secure and stable network, even the best AI application will not work. But the Group also uses artificial intelligence to operate the network. On the one hand, to expand the network faster, for example with the T-Car, which uses AI to analyze streets so that construction projects can be better prepared and implemented. Or the FTTH chatbot, which answers employees’ technical questions about fiber optics expansion. On the other hand, to optimize network performance on a daily basis. One example are antennas that automatically go into “sleep mode” when they are not needed, thus saving energy.
The ethical foundation, robustness and security as well as the consistent balance between taking, making and shaping: this makes up Deutsche Telekom's AI strategy and supports the Group on its way to becoming the leading digital telco. And there is a name for this in the Deutsche Telekom brand family - “T” together with the abbreviation for artificial intelligence: T AI.