SHERIDAN, WYOMING – Feb. 4, 2025 – Since October 2024, global office GmbH has been leveraging the AI-supported chatbot solution, Conversational AI Suite from Deutsche Telekom, to transform its customer communication. This innovative voice assistance technology manages hundreds of calls daily, achieving high satisfaction levels among both customers and franchise partners. global office, founded in 2008, specializes in telephone, office, and secretarial services, providing its “telephone angels” to over 1,600 corporate clients across diverse sectors. This necessitates a flexible, scalable solution capable of handling various specialized areas.
Human and Artificial Intelligence in Harmony
Telekom's Conversational AI Suite facilitates 24/7 customer service, simultaneously answering numerous calls, ensuring 100 percent availability without any waiting time. This is achieved while maintaining consistent, standardized answer quality. The suite helps global office and its clients manage peak call volumes and reduce waiting times by pre-qualifying inquiries and directly processing simple tasks. Furthermore, the AI acts as a “listener,” automatically providing employees with contextual information based on company FAQs. This empowers human agents to focus on more complex and nuanced tasks. Erik Krömer, Managing Director of global office, explains, “We wanted to bring innovation into the company without losing sight of people. After all, human intuition remains irreplaceable in complex matters. For us, the fact that AI supports us is a sign of quality. We are in an extremely dynamic market. If you don't focus on innovation today, you will be left behind the day after tomorrow. It was important to us that the solution is reliable, durable and 'made in Germany’.”
Seamless Integration and Configurable Modules
This scalable, cloud-based platform was developed in Germany with Deutsche Telekom partners and adheres to all European data protection and security standards, including audits by independent bodies. It delivers AI solutions for customer contact across voice channels, email, messenger, and web chat. Users, utilizing a low-code interface with configurable modules, can define the steps to resolve caller requests without requiring IT programming expertise. global office is currently developing a self-service portal to empower partners to adapt and maintain parts of the suite themselves. The solution combines natural language processing, machine learning, and generative AI to handle both routine inquiries and complex requests. Its modular design allows for seamless integration into existing environments and connection to third-party systems like ERP and CRM.
Monitoring, Optimization, and Gradual Implementation
The suite provides comprehensive statistics and monitoring dashboards to continuously optimize the performance and quality of the digital assistants. For instance, keywords can be added to enhance the system's ability to recognize caller intents. Companies can introduce the digital agent with minimal risk by using traffic management programs to direct a portion of calls to the voice assistant, assess acceptance, and implement optimizations. As Klaus Werner, Director Business Customers Telekom Deutschland, notes, “Many companies are still reluctant to use AI. Telekom sees itself as a partner in digitalization. global office is a positive example of successful integration.” Telekom supported global office in setting up the platform, operating the tools, creating dialog sequences, and integrating with backend systems. A Telekom Deutschland Solution Business Unit team, led by Stefan Marienfeld, provided operational launch support alongside global office’s IT department. global office adopted a phased approach, beginning with simple use cases and gradually expanding, allowing for rapid implementation and adaptation to the diverse needs of its clientele.
About global office GmbH
global office GmbH is a leading premium provider of communication and availability solutions for businesses. Through its “telephone angels,” the company offers a wide range of services, from traditional telephony to innovative digital communication channels like voicebots. It assists companies and public authorities in optimizing customer interactions and boosting efficiency.
About Deutsche Telekom
Deutsche Telekom is one of the world’s leading integrated telecommunications companies.