Deutsche Telekom has introduced Telekom CoMind, a modular conversational artificial intelligence platform that provides chat and voice bots acting as digital colleagues for enterprises. The platform is designed for dialog-based customer communication grounded in company data and knowledge, with optional components and services that can be added depending on customer needs. Developed in Europe, CoMind is positioned as trusted European artificial intelligence that meets high European data protection requirements, including GDPR and EU artificial intelligence act compliance, and uses Deutsche Telekom grade security to support regulated and sensitive use cases.
Telekom CoMind aims to help organizations scale customer service in the face of staff shortages, peak demand and rising costs by using artificial intelligence powered dialog systems that understand natural language across voice and digital channels. With the Telekom CoMind conversational artificial intelligence platform, companies can offer 24/7 availability with virtually no waiting times and unlimited parallel interactions, with standard inquiries handled automatically and complex cases transferred to human agents with full context. The platform also works as a digital assistant for employees, providing accurate and current answers from company knowledge, reducing repetitive information retrieval and allowing teams to focus on higher value tasks.
The service focuses on natural sounding interactions by integrating voice and language technologies from ElevenLabs to deliver human like conversations in multiple languages, with specific optimization for Polish, Czech, Slovak, Croatian, Slovenian, Greek, Hungarian, German, English and French, and more than 65 further languages available for wider international support. Before deployment, the large language model is trained with client specific data using Retrieval-Augmented Generation so responses remain context aware and grounded in a dynamic knowledge base that can be updated via an admin interface. Built in analytics and monitoring dashboards track metrics such as intent recognition accuracy, response quality, usage frequency and handovers to human agents, giving companies tangible proof of how artificial intelligence improves contact center efficiency while enhancing customer and employee satisfaction.
Telekom CoMind uses a modular architecture to integrate with legacy and modern contact center and collaboration environments, enabling seamless handovers between artificial intelligence and human agents, omnichannel interactions and end to end documentation for quality management. Integration with n8n connects CoMind to business processes and systems so it can orchestrate workflows and act as an artificial intelligence agent that plans tasks, takes actions and makes decisions without constant human supervision. Depending on the use case and integrations, Telekom CoMind can operate as a focused conversational artificial intelligence solution or as a central artificial intelligence platform for customer interactions across the enterprise.
A key deployment is at Phoenix Pharma, the Hungarian subsidiary of the Phoenix Group, where Telekom CoMind and Cisco Webex are modernizing contact center operations in a highly regulated wholesale pharmaceutical environment. Previously, Phoenix Pharma’s operations were fragmented across three separate legacy systems with siloed voice and email channels and Service Levels (SL) hovering around just 60% in a context where the contact center is described as the revenue engine for urgent custom orders. The new setup uses Telekom CoMind as an intelligence layer, replacing push button DTMF menus with artificial intelligence based voice authentication that identifies customers by their spoken ID and automating a VIP Portal password reset workflow so that a manual 5-minute process is cut to under one minute with zero human intervention.
In Q1 2026, Phoenix Pharma is focusing on the CoMind Knowledge Base feature, which processes a large corpus of internal regulations and training materials so agents can query a chatbot interface for instant, compliant answers, reducing pharmacy wait times and ensuring information accuracy. The business impact of the Telekom CoMind with Cisco Webex integration is described as measurable, with Service Levels jumping from an unstable 60 percent to a stable 98-plus and transparency improved by consolidating three systems into one. Phoenix Group operates in 29 European countries with 210 wholesale and pre wholesale sites, runs retail operations in 15 countries managing nearly 3,200 pharmacies, and in Hungary Phoenix Pharma employs over 800 people across six branches, supplying most of the country’s 2,000+ pharmacies twice daily with more than 14,000 products, illustrating the scale at which Telekom CoMind is already being used.
