# Boosting Voice AI Performance for Deutsche Telekom > CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with the knowledge and best practices needed to continuously improve their voice AI assistant's performance and create more natural, conversational experiences for their customers. Source: https://www.conversationdesigninstitute.com/case-studies/deutsche-telekom --- Case study # Boosting Voice AI Performance for Deutsche Telekom ![Boosting Voice AI Performance for Deutsche Telekom](https://a.storyblok.com/f/323168/1000x492/56fc01afd3/toppng-com-telekom-logo-b-w-capital-one-logo-white-1000x492.png) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with the knowledge and best practices needed to continuously improve their voice AI assistant's performance and create more natural, conversational experiences for their customers. [ Learn more about CDI Standards ](/conversational-ai-for-business/standards-framework) Scope Consulting Channel Voice Industry Telecom Solution Customer support Growth area Systems↗ 300K + conversations deflected 89 % generated output passes stringent automated checks “The office hours with Conversation Design Institute gave the team exactly what they needed - practical guidance on voice-specific design patterns and prompting strategies that could immediately be applied to the LMOS platform. CDI helped to bridge the gap between the strong chat performance and the voice channel challenges, providing clear answers to complex questions about architecture, prompt optimization, and conversation flow design.” ![](https://a.storyblok.com/f/323168/4119x6179/bd93bab108/willem-don.jpg/m/100x0/filters:no_upscale()) Willem Don AI Trainer ![](https://a.storyblok.com/f/323168/975x784/1bc5c9b040/telecomnew.jpg/m/1800x0/) ## Summary Deutsche Telekom AG operates one of Europe's most advanced conversational AI platforms, built on their open-source LMOS (Large Model Operations System) framework through the Eclipse Foundation. Their AI assistant serves customers across both chat and voice channels, with chat agents handling over 1,000 use cases across 10-12 specialized agents and achieving resolution rates in the low 50% range. However, their voice channel presented unique challenges, with containment rates around 7% compared to chat's strong performance. ## The challenge While Deutsche Telekom's chat-based AI assistant was performing well, their voice channel struggled to deliver comparable results. Customers were trained to use short, command-like utterances rather than natural conversation, and the system often delivered verbose, information-heavy responses better suited to text than spoken dialogue. The team needed guidance on voice-specific design principles, prompting strategies, and how to optimize their agent architecture for natural spoken conversations. ## How we supported Conversation Design Institute (CDI) provided ongoing office hours support for Deutsche Telekom's voice AI agent team, covering prompt optimization, architecture design, and voice-specific conversation patterns. CDI addressed critical topics including: **Voice Design Fundamentals:** Turn-taking, expectation management, cognitive load management, and error handling specific to generative AI **Prompt Engineering:** System prompt optimization, use case structure, and handling universal intents (like "I don't know," help requests, and ambiguous questions) **Architecture Guidance:** Recommendations on routing logic, managing conversation breakdowns, and when to implement handovers versus in-flow resolution **Specific Use Cases:** Soft-resistance handling, bot-to-human handover protocols, and managing ambiguous yes/no responses to either-or questions **Results** Through regular office hours sessions, CDI helped Deutsche Telekom: - Establish clear voice design principles for their team to follow across all use cases - Optimize their prompt structure, including guidance on where to handle universal intents (system prompts vs. dedicated use cases) \-Develop strategies for managing conversation state and ensuring clean transitions between use cases - Address specific pain points like barge-in handling, TTS emphasis patterns, and disambiguation approaches The ongoing collaboration equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with the knowledge and best practices needed to continuously improve their voice AI assistant's performance and create more natural, conversational experiences for their customers. ![](https://a.storyblok.com/f/323168/4000x3000/1a18ef05f8/workshop.jpg/m/900x0/filters:no_upscale()) ![](https://a.storyblok.com/f/323168/90x28/558ce6f243/t-mobile.png) ![](https://a.storyblok.com/f/323168/120x20/b869ed86ba/natwest.png) ![](https://a.storyblok.com/f/323168/168x70/13c3c36a4c/optum.png) ![](https://a.storyblok.com/f/323168/170x36/24f5a0578c/jp-morgan.png) ![](https://a.storyblok.com/f/323168/150x43/2260f338d7/vodafone.png) ![](https://a.storyblok.com/f/323168/91x42/925379484e/kpn.png) ![](https://a.storyblok.com/f/323168/90x28/558ce6f243/t-mobile.png) ![](https://a.storyblok.com/f/323168/120x20/b869ed86ba/natwest.png) ![](https://a.storyblok.com/f/323168/168x70/13c3c36a4c/optum.png) ![](https://a.storyblok.com/f/323168/170x36/24f5a0578c/jp-morgan.png) ![](https://a.storyblok.com/f/323168/150x43/2260f338d7/vodafone.png) ![](https://a.storyblok.com/f/323168/91x42/925379484e/kpn.png) ![](https://a.storyblok.com/f/323168/90x28/558ce6f243/t-mobile.png) ![](https://a.storyblok.com/f/323168/120x20/b869ed86ba/natwest.png) ![](https://a.storyblok.com/f/323168/168x70/13c3c36a4c/optum.png) ![](https://a.storyblok.com/f/323168/170x36/24f5a0578c/jp-morgan.png) ![](https://a.storyblok.com/f/323168/150x43/2260f338d7/vodafone.png) ![](https://a.storyblok.com/f/323168/91x42/925379484e/kpn.png) ## Get your voice AI right This is what getting it right looks like. Tell us where you're starting from, and we'll point you at the best way in. ### Provide your details By submitting this form, you agree to CDI processing your data to respond to your inquiry. Submit Form submitted Thanks, we’ll be in touch soon. ## Discover our case studies [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) ![Assessing, improving and implementing the building process for a cosmetics chatbot](https://a.storyblok.com/f/323168/512x512/ad82eeb66d/lipstick.png) ### [Assessing, improving and implementing the building process for a cosmetics chatbot](/case-studies/cosmetics-chatbot) Conversation Design Institute (CDI) was asked to perform a fast track audit. This improved the inter… Cosmetics Partner Support / Customer support [ Read more ](/case-studies/cosmetics-chatbot) [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) ![Honeybook explores Agentic Experience Design](https://a.storyblok.com/f/323168/665x77/925751431f/honeybook-dark.png) ### [Honeybook explores Agentic Experience Design](/case-studies/honeybook-training) CDI enjoyed hosting a group of talented content and design experts from Honeybook for a one day work… CRM Workshop [ Read more ](/case-studies/honeybook-training) [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) ![Boosting Voice AI Performance for Deutsche Telekom](https://a.storyblok.com/f/323168/1000x492/56fc01afd3/toppng-com-telekom-logo-b-w-capital-one-logo-white-1000x492.png) ### [Boosting Voice AI Performance for Deutsche Telekom](/case-studies/deutsche-telekom) CDI equipped Deutsche Telekom's mixed team of engineers, business stakeholders, and designers with t… Telecom Customer support [ Read more ](/case-studies/deutsche-telekom) [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) ![Leading Global HR Services Provider ](https://a.storyblok.com/f/323168/2380x1582/4840248cff/hr-icon-white.png) ### [Leading Global HR Services Provider ](/case-studies/global-hr-provider-chatbot) Conversation Design Institute (CDI) was asked to help redesign the chatbot of a global leader in wor… HR Services Chatbot [ Read more ](/case-studies/global-hr-provider-chatbot) [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) ![IND embraces Conversational AI as a channel](https://a.storyblok.com/f/323168/1654x1654/374ed558a6/ind.png) ### [IND embraces Conversational AI as a channel](/case-studies/ind-government-chatbot) The IND is the Immigration and Naturalisation Service (Immigratie- en Naturalisatiedienst). Their 'c… Government Customer support [ Read more ](/case-studies/ind-government-chatbot) [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) ![Global Sports Retail Chatbot](https://a.storyblok.com/f/323168/3841x3178/8cc9ae8e5f/adidas-white-iwth-space.png) ### [Global Sports Retail Chatbot](/case-studies/sports-retail-chatbot) A Forbes 500 sports retail brand launched their customer service chatbot in the US market in 2020\. I… Retail Customer support [ Read more ](/case-studies/sports-retail-chatbot) [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) ![Migrating Hansgrohe's Chatbot, Hans](https://a.storyblok.com/f/323168/516x114/b4b7a3b9da/hansgrohe.svg) ### [Migrating Hansgrohe's Chatbot, Hans](/case-studies/hansgrohe-chatbot-hans) The Hansgrohe Group, a leading German sanitation company, is known for its premium brands Hansgrohe… Utilities Customer support [ Read more ](/case-studies/hansgrohe-chatbot-hans) [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) ![Migrating Trulet’s Chatbot, Trudi](https://a.storyblok.com/f/323168/147x41/27775ef1ab/trudi.svg) ### [Migrating Trulet’s Chatbot, Trudi](/case-studies/trulets-chatbot-trudi) Trulet, an Australia-based company, created Trudi—an innovative AI chatbot for real estate that enha… Travel Customer support [ Read more ](/case-studies/trulets-chatbot-trudi) [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) ![Expanding multilingual IVR support](https://a.storyblok.com/f/323168/5760x4818/c00db0b985/ivr-white-with-spacing.png) ### [Expanding multilingual IVR support](/case-studies/multilingual-ivr-support) A leading global provider of cutting-edge software and services, embarked on a transformative journe… Technology Customer support [ Read more ](/case-studies/multilingual-ivr-support) [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) ![Goodcall’s AI Phone Assistants](https://a.storyblok.com/f/323168/499x127/f3fa6cc0c8/goodcall.svg) ### [Goodcall’s AI Phone Assistants](/case-studies/goodcalls-ai-phone-assistants) Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants th… Telecommunications Customer support [ Read more ](/case-studies/goodcalls-ai-phone-assistants) [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) ![Healthcare HR Chatbot](https://a.storyblok.com/f/323168/5760x3843/c8444c9d06/cross-white-space.png) ### [Healthcare HR Chatbot](/case-studies/healthcare-hr-chatbot) Over the course of two years, CDI worked with one of the world’s leading pharmaceutical companies to… Healthcare Chatbot [ Read more ](/case-studies/healthcare-hr-chatbot) [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) ![Vandebron’s Chatbot, Mick](https://a.storyblok.com/f/323168/140x22/6ae8dda10a/vandebron.svg) ### [Vandebron’s Chatbot, Mick](/case-studies/vandebrons-chatbot-mick) Conversation Design Institute worked with Dutch energy company Vandebron to build and launch their c… Energy Customer support [ Read more ](/case-studies/vandebrons-chatbot-mick) [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) ![Vodafone’s Virtual Assistant, TOBi](https://a.storyblok.com/f/323168/493x494/5fb37f832a/vodafone-white.svg) ### [Vodafone’s Virtual Assistant, TOBi](/case-studies/vodafone-tobi-assistant) Vodafone Group Plc, Europe’s largest Mobile and Fixed Network Operator, serves over 300 million mobi… Telecommunications Customer support [ Read more ](/case-studies/vodafone-tobi-assistant) [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) ![HP’s Virtual Assistant](https://a.storyblok.com/f/323168/250x251/646abfb7cf/hp.svg) ### [HP’s Virtual Assistant](/case-studies/hp-virtual-assistant) HP Inc. is a technology company that believes one thoughtful idea has the power to change the world.… Technology Customer support [ Read more ](/case-studies/hp-virtual-assistant)