Deutsche Telekom 目标到 2030 年靠 AI 节省 25 亿欧元

Deutsche Telekom expects AI and automation to reduce its indirect costs by about €2.5 billion by 2030 compared with 2023, as the telecom group expands the technology across customer service, network operations, software development, and administrative work.

The company set out the target at its AI Investor Day in Bonn on October 5. It has also set a nearer-term target of about €1.1 billion in gross savings from AI and automation outside the US by 2027, compared with 2023.

The company said the Investor Day focused on additional revenue, lower costs, and service quality, with use cases spanning residential products, industrial AI, network planning, and network management.

The savings targets cover areas where Deutsche Telekom said large volumes of repetitive work are carried out, including network operations, customer service, software development, and administrative processes.

Part of the savings expected by 2027 will be reinvested in digital transformation and fibre expansion in Germany. Deutsche Telekom expects €100 million to €150 million in AI and automation savings between 2023 and 2027 to support a higher deployment rate for fibre connections.

The company is also targeting higher revenue from AI-related services. It expects about €250 million in AI-related business revenue outside the US in 2026 and aims to increase that figure to around €800 million by 2030.

“AI is fundamentally transforming Deutsche Telekom. It makes our networks even better and smarter, our service more personalised, and opens up new business models,” CEO Tim Höttges said.

AI targets move into operations and infrastructure

Deutsche Telekom is applying AI to areas with high volumes of repetitive work, including customer service. Its “Frag Magenta” chatbot handled about 2.6 million customer service calls during the first half of 2026.

In the US, where the group operates through T-Mobile US, AI agents now handle 40% of customer contacts, according to Deutsche Telekom. The company said the number of customer service calls in the market has fallen by 55%.

AI is also being used to support employees during customer interactions. The systems can provide information during calls and complete documentation, while other applications are designed to identify problems during the setup of new customer connections.

Deutsche Telekom said early AI use cases in new-connection setup have reduced complaints by 30%. The AI is designed to identify problems before they turn into complaints.

The company is also applying AI to mobile network management. Its RAN Guardian Agent is designed to detect impending pressure on the radio access network, including traffic increases caused by large-scale events, and assist network-management teams with countermeasures.

Deutsche Telekom said response times for these events have fallen from several hours to about one minute. The company is also using AI in software development and the replacement of older IT systems.

More than 100,000 employees have been trained to use AI under the company’s “AI for All” programme. Tools available to employees include AskT, ChatGPT Enterprise, and Microsoft Copilot.

The company said employees using these tools are expected to set objectives, review AI-generated results, and retain responsibility for decisions.

Deutsche Telekom sets AI revenue target

Alongside its cost targets, Deutsche Telekom expects AI to become a larger source of business revenue outside the US.

The company expects around €250 million in AI-related revenue from businesses outside the US in 2026 and aims to increase that figure to approximately €800 million by 2030.

One area of investment is what Deutsche Telekom describes as sovereign AI infrastructure for European businesses and public institutions. Its Industrial AI Cloud in Munich is designed to support industrial simulations and AI workloads while allowing organisations to retain control over their data and operations.

Deutsche Telekom is also developing an AI platform for small and medium-sized businesses. The platform is intended to automate recurring tasks in areas including customer service and logistics.

The company also sees its Magenta AI Assistant as a potential source of additional services and new rate plans. The service can translate mobile conversations in real time, answer questions, and summarise content without requiring a separate app or device.

Deutsche Telekom said it plans to extend AI applications already in use in individual parts of the business to more operations across the group.

“We’re just getting started. We want to roll out across the entire company what’s working today in individual applications,” Höttges said.

(Photo by Mika Baumeister)

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