Self-service strategy with video and AI for Europe's largest service unit
Millions of service requests a year. A strategy Telekom adopted directly and now calls a blueprint.
- Client
- Deutsche Telekom
- Role
- Advisor to service management
- Period
- 2022
- Duration
- 3 months
3 Monatefrom brief to strategy
2030execution horizon with AI
1:1adopted by management
01
Starting point
Millions of service requests a year. The goal was not less service load but automation through smart self-service. For every audience, from digital natives to seniors.
02
Brief
- Video self-service strategy
- Automate recurring requests through video
- Integrate AI voice tools
- An editorial and production system that scales
03
Approach
- Sparring partner to the leadership team
- Modular video self-service concept, formats by audience
- Annual editorial plan, agency selection, budget
- AI voice technology as an addition
04
Result
- Strategy adopted directly
- Core pillar of the future customer experience architecture
- Called a blueprint by the leadership team
Voice
Dominic is a hands-on advisor. He brings deep experience in video, marketing and sales.