Deutsche Telekom expands AI across customer service and network operations

Deutsche Telekom is using generative AI to reshape parts of its business, from customer support and employee workflows to network management and voice services. The telecom company says the goal is not simply to add new tools, but to redesign how work is done across the organization. The company reports more than 50,000 monthly active users of ChatGPT and API tools, along with a 546% increase in AI tool usage since early 2026. It has also begun applying AI to customer care and network operations, including realtime optimization of mobile networks as demand changes. Deutsche Telekom is also exploring AI features for everyday communications, such as live translation, call assistance, and postcall summaries. The company says these capabilities could make AI more accessible by embedding it directly into familiar voice services rather than requiring customers to use separate apps.