Case Study: Deutsche Telekom achieves €10 million in annual savings and 75% automation increase with Nuance Communications

Deutsche Telekom innovates customer experience with Nuance

Deutsche Telekom faced poor self-service adoption at its T‑Mobile Germany unit because an old DTMF and single‑word recognition phone system was cumbersome, causing many callers to abandon automated options and wait for live agents. To modernize customer care and boost automation, the company engaged Nuance Communications and its Foundation Speech and Dialog Technologies to build a natural‑language call‑steering solution.

Nuance Communications delivered a conversational speech self‑service portal (including a “Guided Tour,” barge‑in, speech‑to‑text and seamless agent transfer) that fully automates 400+ business processes and handles over 36 million calls per year. The deployment drove a 75%+ increase in automation, saved about €10 million annually, absorbed peak loads equivalent to 1,600 agents, improved customer satisfaction, and won industry awards.

Deutsche Telekom

Ferri Abolhassan

Service Director