Trustworthy AI for your customer dialogs – verified chatbots
for Deutsche Telekom’s business customers
- Unbiased artificial intelligence (AI)
- Verified in accordance with BSI’s catalog for trustworthy AI
(AIC4)
- Software developed and operated in Germany
Artificial intelligence is moving into ever more areas of
our everyday lives. Deutsche Telekom and its technology partner Cognigy offers an AI-based solution for customer contact
management to business customers. Smart voice and chatbots automate customer
contact management to the greatest possible extent. The company is one of the
first to have its solution verified in accordance with the BSI’s criteria
catalog for trustworthy AI (AIC4).
Our Compliance department is clearly setting an example and demonstrating our
claim and promise to use AI responsibly and ethically. Following the
publication of our AI guidelines in 2018, we at Deutsche Telekom are once again
pioneers in this field.
AI Made in Germany
The Conversational AI Suite by Deutsche Telekom automates and processes
frequently occurring customer requests based on artificial intelligence,
reducing employee workloads and cutting costs. It enables business customers to
implement 24/7 customer service with consistent quality, without waiting times
for their customers. The strength of this solution lies in its end-to-end
nature, however. The AI software, developed by Cognigy in Germany, is an
important module. It recognizes user intentions precisely and can conduct
naturally spoken dialogs in over a hundred languages. Depending on
requirements, all the channels set up, such as telephone, web chat or apps, can
be used. However, the strength of this solution lies in its overall offering.
This includes consulting and workshops for design, development, and integration
with third-party systems. Customer training courses and the further expansion
of the offering are also part of Deutsche Telekom’s extensive service and support.
The Conversational AI Suite represents an expansion of our AI offerings for business customers.
Report of an independent auditing corporation
The AIC4 catalogue (Artificial Intelligence Cloud Services
Compliance Criteria Catalogue) from Germany’s BSI, the Federal Office for
Information Security, defines a level of security for AI-based services –
specifically when they are developed and operated in cloud infrastructures. The
formulated criteria enable independent verification of the entire life cycle,
including the absence of bias, transparency, security and resilience,
reliability, and data quality.
As Petra Justenhoven, Member of the Management Board and Assurance Leader at
PwC Germany, explains: “The independent BSI catalog operationalizes important
AI principles with regard to concrete criteria and represents a crucial
milestone for “digital trust”. Its adoption was the basis for our audit at
Deutsche Telekom. The result confirms compliance with these criteria.”
Data protection is important, too
Running the solution in the Open Telekom Cloud lends additional security. This
already previously certified cloud environment meets all requirements of the
General Data Protection Regulation (GDPR) and guarantees operation in a data
center in Germany.
Source: Deutsche Telekom media announcement
