Normalized claim
Time: 18 seconds decrease
Decreased employee search times from 2+ minutes to just 18 seconds.
Last evidence check: Jul 22, 2026
Deutsche Telekom Empowers Employees with Secure AI Concierge for Knowledge Access
Use case typeStaff assistantUpdated Jun 13, 2026
Deutsche Telekom confronted significant challenges regarding employee access to critical knowledge across customer care, finance, HR, and legal departments. Legacy internal search systems were slow, scattered, and difficult to use, resulting in customer care agents putting callers on hold and internal teams spending extra minutes searching for policy or documentation information. To solve this, Deutsche Telekom partnered with Glean to develop 'AskT', an AI-powered employee concierge. AskT centralizes and secures company knowledge, enabling employees to instantly retrieve essential information without the risks associated with consumer AI tools. Customer care agents can now deliver faster, real-time support while HR and other business units benefit from simplified access to relevant content. AskT integrates more data sources monthly, growing smarter over time, and enforces strict access controls to maintain security and compliance. The platform has had a significant impact, reducing average search time from over two minutes to just 18 seconds, and enabling AI to summarize large sets of documents in seconds, driving efficiency and productivity across the business.
- Organization
- Deutsche Telekom
- Industry
- Tech & Comms
- Location
- Germany
- Published
- May 2025
Reported outcomes
18 seconds
timeTime & speed
4 secondsquantified impact
Strategic outcomes
New product / capabilityBuilt a secure AI employee conciergeCustomer experience & trustImproved customer support responsivenessEmployee experienceCentralized access to company knowledgeRisk & complianceStrengthened data security and compliance
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Quantified impact: 4 seconds
Enabled AI-powered summarization of over 150 documents in under 4 seconds.
Last evidence check: Jul 22, 2026
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Deutsche Telekom
- Provider
- Microsoft
- Maturity
- Unknown
- Linked source
- glean.com
No explicit deployment-stage evidence found.
Customer identity supportedSource describes one deploymentMaturity evidence evaluated
Primary read
Use case focus
Showing 3 of 3
- 1AI-powered employee concierge
- 2Internal knowledge management
- 3Customer service assistant
- Legacy knowledge systems were scattered and inefficient, making it difficult for employees to quickly find information.
- Customer care agents risked increasing customer hold times as a result.
- Internal teams, including finance, HR, and legal, faced productivity declines due to time-consuming manual lookups.
- Employees sought generative AI capabilities for work, but existing options posed data security and compliance risks.
- Fragmented knowledge bases undermined both efficiency and data protection requirements.
- Partnered with Glean to build 'AskT', an AI-powered employee concierge to secure and centralize knowledge access.
- Provided instant, real-time answers and document summarization across departments.
- Integrated secure access controls to restrict sensitive data from misuse or unauthorized exposure.
- Continuously expanded sources of company knowledge, making AskT smarter each month.
- Enabled call center agents to access plan details instantly, greatly reducing hold times.
Technologies
- Decreased employee search times from 2+ minutes to just 18 seconds.
- Improved customer care response and reduced call hold durations.
- Enabled AI-powered summarization of over 150 documents in under 4 seconds.
- Increased employee productivity and compliance throughout the organization.
- Enhanced security and data protection for sensitive company knowledge.
Implementation partners1
Sources & evidence1
Evidence: Medium60/100Evidence strength
- Customer explicitly identified
- Primary source available
- Quantified outcome available
- Technical implementation details available
- Recent evidence check available
- Last evidence check: Jul 22, 2026.
Live sourceStill referenced
The case's original source is still reachable.
- Cited source last checked Jun 12, 2026 — ok (0/1 broken).
Measures whether this deployment's public evidence persists — not whether the system is still in production.
Type: Customer StoryPublished: May 20, 2025Publisher: glean.comEvidence: PrimaryConfidence: High
AI-generated summary. Verify important details with the linked sources before relying on this case.
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