Story
OpenAI
BertelsmannBertelsmann Uses OpenAI API for Spoken Interfaces
Bertelsmann, a communication services organization in Germany, uses OpenAI API from OpenAI to support customer and product conversations for product and contact center teams.
Bertelsmann standardized spoken interfaces on OpenAI instead of keeping parallel copies.
“Inside Bertelsmann, customer and product conversations used to depend on whoever still had the latest file.”
“Product and contact center teams needed a system that would still make sense after the original project team moved on.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in customer and product conversations sit in a shared queue instead of a mailbox trail |
| Risk and compliance | OpenAI API is the governed place product and contact center teams use for customer and product conversations |
| Capability | New joiners can see how customer and product conversations actually runs |
Story
Inside Bertelsmann, customer and product conversations used to depend on whoever still had the latest file. That pattern is common in communication services groups working out of Germany. Product and contact center teams needed a system that would still make sense after the original project team moved on.
Bertelsmann uses OpenAI API from OpenAI as the working layer for spoken interfaces. OpenAI develops foundation models and ChatGPT Enterprise, used by companies to build assistants, analyze documents, and speed knowledge work. The practical change is simple: customer and product conversations has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Bertelsmann gets from OpenAI is a durable place to run customer and product conversations and a way for product and contact center teams to see the same spoken interfaces at the same time.
