Data & AI

Safeguarding sustainable growth, efficiency, profitability, and thus also maintaining our long-term competitiveness, requires us to continually work on improving our processes. This is what drives us to keep digitalizing. We want to fully unlock the potential of our data, make innovative technologies such as AI an integral part of our daily work, and make the best possible use of the advantages of AI along our value chain. It starts with our networks: Going forward, we want to make our networks increasingly autonomous, able to run with minimal human intervention. For instance, in the future, AI will enable us to individually adapt each mobile radio cell to expected workload levels. It will anticipate spikes in local utilization rates, e.g., if there’s an open-air concert or a soccer game, and increase the antenna capacity as required. Likewise, it can put certain frequencies into sleep mode during periods of expected low demand, e.g., at night or during school vacation times. Algorithms like these can help reduce electricity consumption without compromising the browsing experience. Another example is automated ticket handling. Complaints about network disruptions received from customers via the service channel are automatically converted into tickets. Since August 2024, we have been using large language models (LLMs) to create some of our tickets. These models are able to extract and structure precise problem descriptions from incoming reports. AI also increasingly helps us to resolve the tickets. Deploying AI in our networks reduces outages, improves quality, and enhances our energy efficiency. One such example is our RAN Guardian Agent, an AI agent which, as described in the “Investments” section, helps us improve network quality in the mobile communications network.

LLMs and generative AI (GenAI) have the potential to completely transform all customer interfaces. We use GenAI to improve our Frag Magenta chatbot, meaning we can also handle customer inquiries for which we have no suitable existing script, or which contain unclear or ungrammatical wording. In the future, it will further improve the automated handling of customer inquiries and reduce the volume of inbound calls to our customer advisors. This was validated by the Chip test, which crowned Frag Magenta the best digital assistant in 2025. Alongside refining our chatbot, we have also further expanded Magenta AI, which contains both the chatbot and an AI-powered search engine that uses global knowledge from freely accessible sources: In August 2025, we launched our AI phone (T Phone 3), followed in October by our AI tablet (T Tablet 2), both of which are based on artificial intelligence from Perplexity and resolve user inquiries at the touch of a button. This tool opens up access to AI to the broader public. The work of our employees outside of customer interactions will likewise benefit from AI in the form of task automation, document insights, and automatic suggestions. The use of AI in IT, such as in all phases of software development, is being successfully tested: from AI-powered code generation to finished software testing, to continual error detection and resolution. Further examples include the analysis of legal texts or the use of internal chatbots to simplify access to internal data and documents. We internally launched the AskT chatbot in 2024, before rolling it out internationally (e.g., Greece and Hungary) in the first quarter of 2025. Various different models are being deployed, currently those from UnifyApps and OpenAI. AskT accesses both internal data sources and world knowledge (e.g., from GPT 4.0). The results of our most recent employee survey in November 2025 indicate that AI is becoming a regular part of many of our employees’ everyday lives: 53 % of our employees say they regularly use AI in their work – an increase of 9 percentage points against the survey from May 2025. In parallel, the number of people who do not use AI regularly dropped significantly by 8 percentage points.

We also offer AI solutions to our business customers to address the growing need in some companies to deploy AI models quickly and above all securely. T‑Systems has responded to this need with its AI Foundation Services. These services provide our business customers with a secure development, testing, and production environment that meets the strictest data security and privacy requirements. Business GPT and the Industrial AI Cloud which we, together with Nvidia and further strategic partners, put into operation in February 2026, enhance our B2B AI portfolio.

We have implemented internal ethical guidelines on the use of AI.