ドイツ・テレコムが AI で通信インフラを再構築する取り組み

Deutsche Telekom⁠(opens in a new window) is one of the world's largest telecommunications companies, serving more than 300 million customers across Europe and the United States and employing more than 200,000 people across the group. Operating at this scale means managing vast customer service operations, complex network infrastructure, and millions of daily interactions that keep people connected.

As generative AI capabilities accelerated, Deutsche Telekom saw an opportunity that went beyond productivity gains. The company set an ambitious goal: to be among the world's first AI-native telco. Rather than treating AI as another software rollout, the leadership team viewed it as a fundamental transformation of how decisions are made, how customer journeys are designed, and how telecommunications services are delivered.

We sat down with Jonathan Abrahamson, Chief Product & Digital Officer at Deutsche Telekom, to discuss how the company is redesigning the operating model of the entire organization-from customer care and employee workflows to network operations and the future of voice communications.

Becoming AI-native is not about adding AI to the way we work today. It is about redesigning the work itself.

Jonathan Abrahamson, Chief Product & Digital Officer, Deutsche Telekom

Inside the rollout

Deutsche Telekom's transformation combines top-down leadership with broad employee adoption.

The first phase focused on empowering employees with ChatGPT Enterprise and encouraging experimentation. Adoption came quickly. Employees embraced AI in much the same way they had in their personal lives, creating strong demand for broader access and new capabilities.

At the same time, Deutsche Telekom began redesigning critical customer-facing workflows. Customer care became one of the earliest areas of investment.

Abrahamson believes AI-powered customer service is still in its early stages, but sees significant medium and longer-term potential. As these systems gain more context, learn from every interaction, and eliminate common frustrations such as handoffs and wait times, he believes they are on a path where they can ultimately outperform traditional support models in certain customer service scenarios.

That same thinking is now extending beyond customer service and into the core communications experiences customers use every day. Working closely with OpenAI and other companies, Deutsche Telekom is bringing AI directly into customer interactions through capabilities such as live translation, in-call assistants, and post-call summaries, without requiring customers to adopt new applications.

Beyond customer interactions, AI is increasingly embedded into network operations. Deutsche Telekom uses AI with various partners to optimize mobile network performance in real time, adjusting resources dynamically as demand shifts throughout the day-from commuters heading to work to fans attending major sporting events.

Results at a glance

• 50,000+ monthly active users of ChatGPT and API tooling
• 546% increase in AI tool usage since the beginning of 2026
• Established a company-wide transformation strategy focused on becoming AI-native

The next frontier is reinventing voice

One of Deutsche Telekom's most ambitious initiatives focuses on the future of voice communications.

For decades, telco providers focused on connecting people. But Abrahamson believes AI creates an opportunity to fundamentally reinvent the voice experience itself. "We can use AI to bring intelligence into the voice network where customers already are," he explains.

Using several models, Deutsche Telekom is exploring capabilities including real-time translation, intelligent call assistance, and automated summarization. These innovations move AI out of standalone applications and into the communication channels customers use every day.

The company sees this as part of a broader mission to democratize access to AI to generate real added value for people and businesses. Rather than requiring specialized devices, applications, or technical expertise, AI becomes available through familiar interactions that are accessible to everyone.

Leadership lessons

• Treat AI transformation as an operating-model redesign, not a technology deployment.
• Make leaders accountable for driving process change, not just tool adoption.
• Focus on redesigning workflows rather than simply adding AI to existing work.
• Balance top-down direction with broad employee experimentation.
• Build toward AI-native operations one business process at a time.

Tips

• Start with high-volume customer interactions where AI can improve both experience and efficiency.
• Always keep data protection, sovereignty, and security in mind to maintain customer trust.
• Give employees access to AI tools early to accelerate learning and adoption.
• Identify core workflows that can be redesigned rather than simply automated.

What's next

Deutsche Telekom's AI-native transformation is already delivering tangible impact across customer service, network operations, and employee workflows. What began as AI adoption has evolved into a broader effort to redesign how the company operates at scale.

The next phase is focused on bringing AI directly into the communications experiences customers use every day. Through capabilities such as real-time translation, intelligent call assistance, and automated summarization, Deutsche Telekom is reimagining the future of voice and unlocking new ways for customers to interact, communicate, and connect.

With more than 300 million customers, the company sees an opportunity to make AI accessible through the networks people already rely on. For Deutsche Telekom, becoming AI-native is not a future vision-it is a transformation already reshaping telecommunications today.