Case Study: Deutsche Telekom reduces agent workload by 30% with Rasa CALM

Deutsche Telekom cuts agent workload by 30% with Rasa

Deutsche Telekom, a global telecommunications leader, faced significant challenges in modernizing its internal IT support. Their legacy systems were overwhelmed by routine inquiries, lacked scalability, and required substantial manual effort to maintain. They needed a flexible, multilingual solution to reduce the strain on their contact center and provide consistent support in both German and English for their employees.

Rasa implemented its CALM (Conversational AI with Language Models) framework to build a bilingual AI agent. This solution integrated with backend systems and used a RAG approach to autonomously resolve 50% of inquiries, which reduced agent workloads by 30%. The implementation significantly cut personnel costs, decreased hotline wait times, and provided 24/7 support, leading to a more efficient and scalable IT support system for Deutsche Telekom's workforce.

Deutsche Telekom