Tchibo MOBIL Automates Customer Service for 1 Million Customers with botario

Tchibo MOBIL is a joint venture between Telefónica and Tchibo. With over one million customers, the company is among Germany’s leading mobile service providers. Delivering excellent customer service is a key competitive differentiator for Tchibo MOBIL. Together with botario, the company has automated a large share of customer inquiries across chat and voice channels, while still ensuring easy access to human support when needed. The result: scalable, efficient, and highly customer-friendly service operations.

“What definitely convinced us was how smoothly botario migrated the data from our previous chatbot — even though it was built by another vendor. The transition was incredibly seamless.“

Handling customer inquiries related to mobile tariffs, hardware, and service processes quickly and clearly is a complex task. Tchibo MOBIL faced a familiar challenge in modern customer service:

How to scale support efficiently without sacrificing personal service.

The existing setup had clear limitations:

• A traditional IVR system with keypad navigation was no longer meeting modern customer expectations.

• An existing chatbot from another vendor covered only the chat channel and could not support voice interactions.

• Maintaining two separate systems would increase operational complexity and maintenance effort.

Tchibo MOBIL therefore looked for a solution that could:

• Unite chat and telephony automation in one platform

• Efficiently automate customer inquiries

• Maintain seamless access to human agents whenever needed

To achieve this, Tchibo MOBIL partnered with botario to establish a high-performance, future-proof AI platform for customer service.

With botario, Tchibo MOBIL was able to quickly migrate the content from its previous chatbot, allowing the team to validate early on that botario could:

• Successfully deliver complex, technically demanding automation projects

• Accurately implement highly individual enterprise requirements

• The platform’s modern and intuitive interface enabled the team to become productive quickly. Content updates, product changes, and new service information can now be maintained continuously with minimal effort — ensuring responses remain accurate and up to date.

A key component of the solution is botario’s AI agents combined with a Human-in-the-Loop approach. Whether in chat or on the phone:

• If the AI reaches a defined confidence threshold, it resolves the request automatically.

• If confidence is too low, the conversation is seamlessly handed over to a human service agent.

• This ensures high automation rates without compromising service quality.

“Customer service is a core strategic differentiator for our business. With botario, we’re taking it to the next level.”

Today, botario plays a central role in Tchibo MOBIL’s customer service digitalisation strategy. The impact can be seen across several key areas:


Strong Self-Service Adoption: The AI assistant handles 24/7 inquiries about mobile tariffs, hardware, roaming, account balance, etc.

Improved Customer Experience: Customers can freely choose their preferred channel — chat or phone — while still having fast access to a human agent whenever necessary.

Scalability During High Demand: Tchibo MOBIL offers promotional tariff campaigns occurring several times per year. botario helps manage this demand by automating around 50% of tariff change requests end-to-end.

Faster Support Calls: Through the combination of AI automation and human agents, average call handling time has been reduced by approximately 20%.

Fewer Tickets for Support Agents: Over the past three to five years, the volume of requests requiring human agents has been reduced by around 50%.

Tchibo MOBIL describes botario as “fast and reliable.” Requirements are implemented quickly after alignment, and commitments are consistently delivered.

“What is promised is actually delivered — without buzzwords or empty marketing claims.” - says Nick.

He also highlights the importance of fixed contact persons and close collaboration, particularly when integrating botario with existing CRM systems and backend infrastructure.

After several years of successful collaboration, the focus is now on scaling automation and expanding into new use cases.

“We have many exciting ideas that we want to realize together, and I’m really looking forward to continuing our collaboration with botario.“