The challenge
Deutsche Telekom employees needed a secure, AI-powered way to get fast, reliable answers — without turning to public AI tools that could expose sensitive company data.
Across departments like customer care, finance, HR, and legal, employees often struggled to find the information they needed. Knowledge bases were scattered, poorly indexed, and difficult to search, leading to time-consuming manual lookups. For customer care agents, this meant putting customers on hold while they searched portals, cross-referenced sources, and took notes — slowing down support and frustrating both employees and customers.
At the same time, employees were eager to use generative AI at work, just as they did in their personal lives. Deutsche Telekom wanted to provide a safe, compliant alternative that could help employees work more efficiently while keeping company knowledge secure.
The solution
To solve this, Deutsche Telekom partnered with Glean to build AskT, an AI-powered employee concierge designed to put company knowledge at employees’ fingertips — securely and instantly.
With AskT, employees can:
- Find answers in seconds, not minutes: No more manual searches or cross-referencing.
- Assist customers in real time: Call center agents quickly retrieve plan details without putting customers on hold.
- Continuously expand knowledge: More sources are added every month, making AskT smarter and more comprehensive over time.
- Stay secure and compliant: Employees can access company knowledge safely, with strict access controls in place.
Enterprise-wide impact
AskT has transformed how Deutsche Telekom employees find and use information:
- Customer care agents get instant answers to customer inquiries, cutting hold times and improving accuracy.
- HR and internal teams can quickly navigate policies and portals without digging through scattered documentation.
- Scalable AI adoption ensures AskT keeps learning, with new knowledge sources added every month to support employees across Germany.
With search time dropping from over two minutes to just 18 seconds and AI summarizing 153 documents in just 3.8 seconds, AskT is already helping Deutsche Telekom employees work faster, smarter, and more securely — while ensuring company data stays protected.
