# LUATEL

> LUATEL GmbH (Mannheim, Germany; founded 2025) develops, provides and operates customer-service technology that combines AI agents with human expertise in one integrated system called Super Intelligence (AI + HI). About 80% of requests are handled by AI and about 20% by people, who take over escalations and analyze interactions to improve the AI. LUATEL serves customers in over 132 countries in 49+ languages, on its own platform NOVA.

The complete text of every page, in English and German, is in [llms-full.txt](https://luatel.de/llms-full.txt).

Key facts:

- Company: LUATEL GmbH, Q7, 24, 68161 Mannheim, Germany. Founded 2025.
- What LUATEL does: AI customer service with human escalation (hybrid AI + human customer service, "KI + HI"), for inbound customer service only. LUATEL does not offer outbound services.
- Platform: NOVA, LUATEL's own omnichannel AI platform with augmented intelligence.
- AI companion and channel: LUANA, part of NOVA, for voice, video and chat.
- Operating model: approximately 80% AI and 20% human handling. The ratio describes the operating model; it is not a fixed quota. Human specialists also work as AI analysts who review interactions and improve knowledge, escalation rules and customer-service strategy.
- AI transformation: LUATEL takes over and operates an agreed customer-service scope, or transforms an existing service together with the client's team.
- Free tool: the Erlang calculator (https://luatel.de/erlang/) estimates agents, service level or lines from contact volumes, handling times and service targets.
- Industry experience: finance, insurance, e-commerce, retail, government services, telecommunications, customer service across industries, digital transformation, and emergency and rescue services.
- Reach: operating globally, currently serving customers in over 132 countries.
- Service languages: 49+ languages and regional varieties, including Afrikaans, Portuguese, English, Dutch, Darija, Hindi, Bengali, Tamil, Telugu, Urdu, Nepali, Sinhala, Dari and Pashto. The website itself is in English and German.
- Contact: website_contact@luatel.net, +49 621 37909350.
- Legal representatives of the LUATEL Group: Alper Oezcan, Chief Executive Officer (CEO); Nüket Kurulay, Chief Operating Officer (COO); Frank Schleicher, Chief Financial Officer (CFO).

## Services

- Customer service by AI agents and people across voice, live chat, video and email, aligned with each client's brand and workflows.
- Appointment scheduling, information requests, help desk, co-browsing and back-office processes.
- Integration with CRM systems such as Microsoft Dynamics and Salesforce, social channels and WhatsApp.
- Smart IVR, a global PSTN number network, virtual agents, real-time translation and context-aware assistance for human agents.
- Real-time and historical analytics; human review of conversations to improve knowledge, workflows and AI configuration.
- AI-supported self-service 24/7/365 with escalation to people.
- Deployment planned around the client's systems, requirements and agreed milestones; working directly with the client, alongside its team or within an existing delivery arrangement.

## Ways of working

LUATEL can work as a direct partner, alongside the client's own team through co-sourcing, or within an existing delivery arrangement. The operating setup is shaped around the client's customer-service goals and responsibilities. AI automation, human escalation and specialist analysis come together across multi- and omnichannel environments; brand expectations, knowledge, integrations and quality criteria guide how the service is operated and evaluated.

## Channels and connectivity

- LUANA brings the client's own voice, video and chat channels into NOVA: a website call with handover to a person together with the conversation and relevant information, conversational video for seeing, showing and face-to-face exchange, and chat with conversational forms.
- WhatsApp, email and traditional telephony can be brought into the agreed NOVA service setup.
- Carrier services: local numbers in over 60 countries, geographic DID and service numbers, SIP connectivity, voice termination and SMS services, with call routing, fallback paths and usage monitoring. Availability and scope are agreed for each setup.

## Languages

Customer service in 49+ languages, connecting AI agents with human language expertise. Language specialists review meaning, tone and accuracy. Languages listed on the website: Afrikaans, Albanian, Arabic, Armenian, Azerbaijani, Bengali, Bosnian, Bulgarian, Circassian, Croatian, Czech, Danish, Dari, Darija, Dutch, English, Estonian, Finnish, French, Georgian, German, Greek, Hebrew, Hindi, Hungarian, Icelandic, Italian, Japanese, Kazakh, Korean, Latvian, Lithuanian, Macedonian, Mandarin, Montenegrin, Nepali, Norwegian, Pashto, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Sinhala, Slovak, Slovenian, Spanish, Swedish, Tamil, Telugu, Turkish, Ukrainian, Urdu, Uzbek. Regional spoken languages and dialects complement this list; languages, varieties and channels are agreed for each service. The website interface itself is in English and German.

## AI transformation service

LUATEL offers two ways to work together: takeover and operation of an agreed customer-service scope with AI agents and human specialists, or AI + HI transformation of an existing service alongside the client's team, knowledge and connected systems. The journey has six stages:

1. Assessment: requests, languages, volumes and customer journeys are analyzed with the client's specialists.
2. Operating model: approved knowledge, permitted actions, handovers, responsibilities and success measures are agreed before the first live interaction.
3. NOVA and integrations: the platform is configured, AI agents and human specialists are prepared, and agreed integrations are built.
4. Pilot validation: everyday requests, missing details, unexpected questions and sensitive situations are tested with the client's team.
5. Staged rollout: agreed requests, channels and languages go live step by step, with people ready for escalation.
6. Ongoing improvement: human specialists review conversations and results and refine knowledge, escalation rules and strategy.

Approximately 80/20 describes the operating model, not a guaranteed automation quota; the right split depends on the service, its complexity and the pilot results.

## Company objective (exact wording)

The purpose of the company is the development, provision and operation of technological solutions for the comprehensive delivery of customer service by combining artificial intelligence (AI) and human intelligence (HI) into an integrated overall system (“Super Intelligence”). This combines the automated processing of customer requests with human judgment and expertise. It includes the technological integration of human contributions, as well as the development and application of methods that use insights from customer interactions and human evaluations to continuously optimize AI systems and their interaction with human intelligence.

## Unternehmensgegenstand (Originalwortlaut)

Gegenstand des Unternehmens ist die Entwicklung, Bereitstellung und der Betrieb technologischer Lösungen zur ganzheitlichen Erbringung von Kundenservice durch die Verbindung künstlicher Intelligenz (KI) und menschlicher Intelligenz (Human Intelligence, HI) zu einem integrierten Gesamtsystem („Super Intelligence“). Dieses verbindet die automatisierte Verarbeitung von Kundenanliegen mit menschlicher Beurteilung und Expertise. Dazu gehören die technologische Integration menschlicher Beiträge sowie die Entwicklung und Anwendung von Verfahren, die Erkenntnisse aus Kundeninteraktionen und menschlichen Bewertungen zur fortlaufenden Optimierung der KI-Systeme und ihres Zusammenwirkens mit menschlicher Intelligenz nutzen.

## Kurzfassung (Deutsch)

LUATEL GmbH (Mannheim, gegründet 2025) entwickelt, stellt bereit und betreibt Kundenservice-Technologie, die KI-Agenten und menschliche Expertise zu einem integrierten System verbindet: Super Intelligence (KI + HI). Rund 80 % der Anliegen bearbeitet KI, rund 20 % Menschen, die Eskalationen übernehmen und Interaktionen analysieren, um die KI zu verbessern. Plattform: NOVA; KI-Begleiter und Kanal für Sprache, Video und Chat: LUANA. Kundenservice in 49+ Sprachen, Kunden in über 132 Ländern. Keine Outbound-Dienstleistungen. LUATEL übernimmt den vereinbarten Kundenservice oder transformiert ihn gemeinsam mit dem Team des Kunden: von der Analyse über die NOVA-Konfiguration bis zur Einführung und zum laufenden Betrieb. Erfahrung in Finanzwesen, Versicherungen, E-Commerce, Einzelhandel, öffentlichen Dienstleistungen, Telekommunikation, Kundenservice für jede Branche, digitaler Transformation sowie Notfall- und Rettungsdiensten. Der kostenlose Erlang-Rechner ermittelt den Personalbedarf aus Kontaktvolumen, Bearbeitungszeiten und Servicezielen.

## NOVA and LUANA

NOVA is LUATEL's own omnichannel AI platform with augmented intelligence. It connects AI agents, human expertise, service workflows and communication channels, and provides the technological foundation of Super Intelligence. LUANA is part of NOVA: an AI companion and LUATEL's own channel for voice, video and chat.

## Vision, mission and values

- Vision: customer service in which automation and human intelligence develop together. AI brings availability and scale; people bring understanding, empathy and the experience to recognize what an individual situation needs. The guiding promise is "Hear the smile in our voice."
- Mission: develop, provide and operate technology that brings AI and human expertise into the same service journey; define channels, knowledge, workflows and escalation criteria with partners around clear service goals.
- Values: clients are partners; respect for customers, partners and colleagues; accurate information, careful listening and accountable decisions; partners keep visibility into their service.
- Transparency: LUATEL makes service processes, the role of AI and the points of human involvement clear to its partners, and identifies where AI is involved.

## Guardrails and assurance

Guardrails define the service scope, permitted actions, knowledge sources and the situations that require human understanding. Human escalation, interaction review and ongoing evaluation are part of the AI + HI operating approach. Personal data is processed for defined purposes on documented client instructions (GDPR Art. 28), and customer data is not used to train generative models. Security measures named on the website: encryption in transit and at rest, role-based access, logging, monitoring and regular reviews; retention and deletion follow contractual and legal requirements; transfers outside the European Economic Area require appropriate safeguards. LUATEL informs customers when they interact directly with AI, or where the law requires it, and reports security incidents to its clients without delay. Assurance documentation, including applicable ISO standards, SOC reports and AI-related evidence, can be requested from LUATEL with its covered entity and scope; this summary does not name a specific certificate or report.

## Website

- [LUATEL home](https://luatel.de/): Super Intelligence for customer service, human expertise, industry experience, services, languages, global reach, NOVA, the AI transformation service and contact.
- [About LUATEL](https://luatel.de/about/): company, NOVA, LUANA, approach, vision and values, guardrails, responsible AI, company objective and offices.
- [Guardrails and assurance](https://luatel.de/compliance/): how AI customer service stays within agreed limits, with human escalation and evaluation.
- [Book a demo](https://luatel.de/demo/): request a demonstration of the AI + HI approach and NOVA.
- [Get a quote](https://luatel.de/quote/): request an individual quote for AI + human customer service.
- [Talk to sales](https://luatel.de/contact-sales/): discuss goals, channels and languages with the sales team.
- [Erlang calculator](https://luatel.de/erlang/): free staffing calculator (Erlang C for agents and service level, Erlang B for lines) for phone, chat and email, with an optional AI-resolution share and a PDF result.
- [Contact](https://luatel.de/contact/): email, phone, postal address, legal representatives and regional sites.

## Company and legal

- [Imprint](https://luatel.de/imprint/): legal notice of LUATEL GmbH, Amtsgericht Mannheim HRB 747705.
- [Company facts (LLMS page)](https://luatel.de/llms/): the facts in this file as a web page, in English and German.
- [Complete website text](https://luatel.de/llms-full.txt): every section of the home page and every information page, in English and German.
- [LUATEL Global](https://luatel.net/): worldwide directory of LUATEL locations.
- [Careers](https://jobs.luatel.com/): LUATEL career portal (German: https://jobs.luatel.de/).

## Optional

- [LUANA Talk](https://luatel.de/talk/): local browser voice-echo preview; the microphone is used only after an explicit action.
- [LUANA Chat](https://luatel.de/chat/): scripted local conversation preview.
- [LUANA Video](https://luatel.de/video/): local camera preview; the camera is used only after an explicit action.
- [Cookie Policy](https://luatel.de/cookies/): necessary and optional browser storage.
- [Website information](https://luatel.de/disclaimer/): how the website describes Super Intelligence and the operating model.

The LUANA previews run locally in the browser and do not connect live AI or remote calling services.

## NOVA products / NOVA Produkte

- LUANA Companion: A familiar presence across talk, video and chat. Give customers a direct way to explore your service and find answers.
- LUANA AI Agent: Our virtual agent handles customer requests within defined guardrails. People take over with the conversation and relevant information intact.
- Conversational forms: Turn fields into a guided exchange. Ask one question at a time, carrying each answer into the next step.
- Conversational video: Let customers see, show and explain. Bring a visual conversation into the service journey, connected with AI and human expertise.
- LUANA Companion: Eine vertraute Begleiterin für Sprache, Video und Chat. Ein direkter Weg, Ihren Service kennenzulernen und Antworten zu finden.
- LUANA KI-Agent: Unser virtueller Agent bearbeitet Kundenanliegen innerhalb definierter Leitplanken. Menschen übernehmen mit Gesprächsverlauf und relevanten Informationen.
- Konversationelle Formulare: Aus Feldern wird ein geführter Austausch. Eine Frage nach der anderen – jede Antwort begleitet den nächsten Schritt.
- Konversationelles Video: Sehen, zeigen und erklären. Eine visuelle Unterhaltung im Serviceverlauf, verbunden mit KI und menschlicher Expertise.

## Operational visibility, governance and planning / Betrieb, Governance und Planung

- AI Meter: illustrative interaction records, context handovers and human review. No live performance data is shown.
- Smart IVR and routing: language, skills, priority and relevant service context guide the agreed workflow.
- Knowledge and workflows: approved sources, permitted actions, CRM context and human assistance shape the service.
- Deployment: agree operating environment, data flows, permissions and oversight before rollout.
- Trust Center: https://luatel.de/trust-center/: AI governance, data responsibilities and assurance-document requests. No specific certification is asserted without a confirmed certificate and scope.
- Service value calculator: https://luatel.de/value-calculator/: conversational scenario model using visitor-supplied costs, retained costs, AI-to-human transfers, additional monthly cost and transition cost. No price quote, savings guarantee or lead gate.
- Erlang calculator: https://luatel.de/erlang/: service-level staffing and capacity planning, distinct from the cost scenario.
- AI Meter zeigt illustrative Vorgänge, Kontextübergaben und menschliche Bewertung, keine Live-Leistungsdaten.
- Smart IVR, Routing, Wissen und Abläufe richten sich nach Sprache, Fachwissen, freigegebenen Quellen und vereinbarten Befugnissen.
- Vor dem Rollout werden Betriebsumgebung, Datenflüsse, Berechtigungen und Aufsicht vereinbart.
- Das Trust Center erläutert KI-Governance und Zuständigkeiten; konkrete Zertifikate werden erst mit bestätigtem Geltungsbereich genannt.
- Der Servicewert-Rechner verwendet eigene Annahmen einschließlich verbleibender Kosten, KI-Übergaben und Einmalkosten. Er gibt weder ein Preisangebot noch eine Einspargarantie ab.

## Guided implementation / Begleitete Umsetzung

LUATEL works alongside customer teams, shares practical knowledge and handles the agreed implementation. Specialist AI skills are not required to use the service. LUATEL’s people and tools support a quick transition through configuration, integrations, testing and a staged launch, with ongoing support. Service continuity is a planning goal, not a guarantee of zero disruption.

LUATEL arbeitet mit den Kundenteams, teilt praktisches Wissen und übernimmt die vereinbarte Umsetzung. Spezielle KI-Kenntnisse sind für die Nutzung nicht erforderlich. Fachleute und Werkzeuge unterstützen einen zügigen Übergang mit Konfiguration, Anbindungen, Tests, schrittweisem Start und laufender Begleitung. Die Aufrechterhaltung des Service ist ein Planungsziel, keine Garantie völliger Unterbrechungsfreiheit.

## Existing AI work / Bestehende KI-Arbeit

We assess your existing AI setup and carry suitable knowledge, workflows, integrations and tested configurations into NOVA. Our team implements the agreed setup, prepares AI agents and human specialists, and shares practical knowledge with your people. Your processes guide how conversation history and customer information pass between AI and people.

Wir prüfen Ihre bestehende KI-Umgebung und übernehmen geeignetes Wissen, Abläufe, Anbindungen und erprobte Konfigurationen in NOVA. Unser Team setzt die vereinbarte Lösung um, bereitet KI-Agenten sowie menschliche Spezialisten vor und teilt praktisches Wissen mit Ihren Mitarbeitenden. Ihre Prozesse bestimmen, wie Gesprächsverlauf und Kundeninformationen zwischen KI und Menschen weitergegeben werden.