Blogpost

### Fintech ###
# Video Banking & Onboarding Platform
– WebRTC-based video communication for secure, remote customer interactions
– WebRTC-based HD video conferencing with 128-bit TLS encryption
– Integrated KYC procedures with biometric verification (ISO/IEC 19794-5)
– Document scanning with MRZ recognition for identity documents
– Digital signature implementation using X.509 certificates
– Secure queuing system with MQTT-based real-time updates
– Multi-location deployment with centralized management console
– No-plugin, browser-native solution for high usability and accessibility
– Kiosk integration with full business process support
– Omnichannel customer service solution
– NFC reading from banking cards
– Possibility for secure document and contract exchange
– Privacy-by-design architecture
– Reduced costs and improved efficiency

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### GovTech ###
– WebRTC-based video communication for secure, remote customer interactions
– WebRTC-based HD video conferencing with 128-bit TLS encryption
– Integrated KYC procedures with biometric verification (ISO/IEC 19794-5)
– Document scanning with MRZ recognition for identity documents
– Digital signature implementation using X.509 certificates
– Secure queuing system with MQTT-based real-time updates
– Multi-location deployment with centralized management console
– No-plugin, browser-native solution for high usability and accessibility
– Kiosk integration with full business process support
– Omnichannel customer service solution
– NFC reading from banking cards
– Possibility for secure document and contract exchange
– Privacy-by-design architecture
– Reduced costs and improved efficiency

—
### Insurance ###
– WebRTC-based video communication for secure, remote customer interactions
– WebRTC-based HD video conferencing with 128-bit TLS encryption
– Integrated KYC procedures with biometric verification (ISO/IEC 19794-5)
– Document scanning with MRZ recognition for identity documents
– Digital signature implementation using X.509 certificates
– Secure queuing system with MQTT-based real-time updates
– Multi-location deployment with centralized management console
– No-plugin, browser-native solution for high usability and accessibility
– Kiosk integration with full business process support
– Omnichannel customer service solution
– NFC reading from banking cards
– Possibility for secure document and contract exchange
– Privacy-by-design architecture
– Reduced costs and improved efficiency

—
### PowerSupply ###
– WebRTC-based video communication for secure, remote customer interactions
– WebRTC-based HD video conferencing with 128-bit TLS encryption
– Integrated KYC procedures with biometric verification (ISO/IEC 19794-5)
– Document scanning with MRZ recognition for identity documents
– Digital signature implementation using X.509 certificates
– Secure queuing system with MQTT-based real-time updates
– Multi-location deployment with centralized management console
– No-plugin, browser-native solution for high usability and accessibility
– Kiosk integration with full business process support
– Omnichannel customer service solution
– NFC reading from banking cards
– Possibility for secure document and contract exchange
– Privacy-by-design architecture
– Reduced costs and improved efficiency

—
### Customer Service ###
– WebRTC-based video communication for secure, remote customer interactions
– WebRTC-based HD video conferencing with 128-bit TLS encryption
– Integrated KYC procedures with biometric verification (ISO/IEC 19794-5)
– Document scanning with MRZ recognition for identity documents
– Digital signature implementation using X.509 certificates
– Secure queuing system with MQTT-based real-time updates
– Multi-location deployment with centralized management console
– No-plugin, browser-native solution for high usability and accessibility
– Kiosk integration with full business process support
– Omnichannel customer service solution
– NFC reading from banking cards
– Possibility for secure document and contract exchange
– Privacy-by-design architecture
– Reduced costs and improved efficiency

—
### Video Communication Solutions ###
# SaaS Video Communication Platform (VIP)
– WebRTC-based real-time video conferencing with sub-second latency
– No-plugin architecture with browser-native WebRTC implementation
– GDPR, ISO 27001 compliance for highly regulated sectors and industries
– Scalable cloud architecture using Kubernetes and auto-scaling groups
– WebSocket signaling with SDP and ICE for NAT traversal
– Offered as SaaS, On-Premise, or Hybrid deployment models

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### Artificial Intelligence###
# AI-Powered Videobot
– AI-supported videobot technology with hyperrealistic digital employees
– No-code process engine
– Customer-specific knowledge base
– Integration of customer-specific LLMs
# Live-Translation, Live Transcription
– Live processing, no batch processing
– Over 150 languages
– Possibility to force function in every call

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### Core Technologies & Standards ###
– WebRTC (Real-Time Communication) with SIP/STUN/TURN protocols
– Mobile-first application architecture (offline-first, low-bandwidth optimization)
– API-driven architectures: OpenAPI 3.0, AsyncAPI, GraphQL
– Cloud services: OTC, Azure
– Compliance cloud frameworks: GDPR, PCI-DSS, ISO 27001, SOC 2
– Game engineering: Unreal Engine
– AI: LLM setup and training
– Kiosk: Manufacturing and assembling of customer-specific kiosk devices
– Consulting: Implementation projects, change management, business transformation

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## Overview of tellma Solutions

### Main Products:
– **tellmaREALITY**: Web-based video communication platform
– **tellmaONE**: Video kiosk terminals for stationary use
– **tellmaMETAHUMAN**: AI-supported videobot technology with hyperrealistic digital employees
– **tellmaPLUGIN**: Modular integration solution
– **tellmaMARKETPLACE**: Multi-tenancy platform for partner ecosystems

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## Case Study 1: Banking & Financial Services

### Company Profile:
– **Sector**: Cooperative banks, savings banks, cantonal banks
– **Region**: Germany, Switzerland, Poland
– **Primary use case**: Regional bank

### Initial Situation & Challenges:
– **Problem**: Declining customer visits to physical branches with simultaneously high operating costs, opening up new customer touchpoints
– **Dilemma**: How can personal service be maintained without high personnel costs?
– **Regulatory requirements**: MiFID II compliance, GDPR-compliant data processing, BaFin-compliant IT security, DORA compliance, BSI
– **Goal**: Area presence with optimized costs, higher service density than before

### Implemented Solution:
**Technical Components:**
– tellmaONE video terminals on average 8 – 22 branches
– tellmaREALITY web branch for second access path via home banking
– Central customer service center

**Features:**
– 4K video transmission in real time
– Digital signature pads (eIDAS-compliant) for legally secure signature
– Highly secure document scanning and exchange for contracts
– Screen sharing with interactive editing
– NFC interface for customer identification
– Queue management
– Sensor-controlled automatic door closing for privacy

### Business Processes:
**Fully digitized:**
– Any type of payment transactions such as transfers and standing orders
– Account opening/closing
– General service orders
– Appointment scheduling

**Hybrid (Digital + Presence):**
– Securities depot openings
– Construction financing
– Credit consultations

### Results:
– **Customer satisfaction**: Above average
– **Repeat usage**: Conversion effects visible after 6 weeks
– **Operating hours**: Extended without additional personnel costs
– **Area coverage**: Maintained with reduced fixed costs

### Lessons Learned:
– Network infrastructure and change process for employees is a critical success factor
– Customer familiarization requires active support

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## Case Study 2: Public Administration & Government

### Company Profile:
– **Sector**: Municipal administrations, citizen centers, authorities
– **Application area**: Digital citizen services, e-government

### Initial Situation & Challenges:
– **Regulatory requirements**: Online Access Act (OZG) implementation
– **Social inclusion**: Digital participation for disadvantaged population groups
– **Resource shortage**: Limited personnel and space capacities, high part-time quota
– **Service quality**: Personal care despite digitalization

### Implemented Solution:
**Technical Architecture:**
– tellmaONE terminals at decentralized locations
– tellmaREALITY for mobile citizen access
– Multi-tenancy for different administrative levels

**Special Features:**
– Multilingual support through live simultaneous translation and transcription
– Accessibility functions
– Geofencing for location-based services
– Integration into administrative networks

### Use Cases:
**Citizen Services:**
– Application processing
– Information services
– Appointment scheduling
– Document authentication
– Legally regulated disclosure processes

**Special Services:**
– Tourism information with multilingual staff
– Security and order stations with emergency call function
– Mobile citizen services in remote areas

### Advantages:
– **Cost efficiency**: Reduced personnel and space costs
– **Availability**: Extended service hours
– **Accessibility**: Barrier-free and very low-threshold operation
– **Compliance**: OZG-compliant digitalization, supports digital participation

—

## Case Study 3: Airport & Transport

### Company Profile:
– **Sector**: Airport services, transport service providers
– **Origin**: International airport

### Initial Situation & Challenges:
– **Customer distribution**: Large terminal areas with selective service needs
– **Language barriers**: International travelers with different languages
– **Operating hours**: 24/7 availability required
– **Cost optimization**: Personnel efficiency with high service quality

### Implemented Solution:
**tellmaMARKETPLACE Ecosystem:**
– Airport companies as platform operators
– Airlines, security services, tourism services as partners
– Car rental and customs services integrated

**Technical Features:**
– VideoQR codes for mobile access
– Multilingual tellmaMETAHUMAN assistants
– Outdoor-capable terminals
– WiFi and LTE/5G independent operation

### Business Model:
– **Main operator**: Airport company
– **Partner services**: Direct forwarding to specialist departments
– **Revenue sharing**: Shared infrastructure costs
– **Scalability**: Flexible expansion as needed

### Results:
– **Service coverage**: Area-wide care without personnel increases
– **Multilingualism**: Cost-efficient international communication
– **Partner satisfaction**: Reduced individual infrastructure investments

—

## Case Study 4: Retail & E-commerce

### Company Profile:
– **Sector**: Flagship stores, logistics centers, retail shops
– **Target group**: Regionally and globally operating companies

### Initial Situation & Challenges:
– **Customer journey**: Omnichannel expectations of customers
– **Personnel costs**: High costs for qualified sales personnel
– **Location flexibility**: Quick adaptation to changing market conditions
– **Product complexity**: Products and services requiring explanation

### Implemented Solution:
**Sales Channels:**
– tellmaONE as digital point of sale
– tellmaREALITY for home shopping experience

**Applications:**
– Product consultation and presentation
– After-sales support
– Technical support
– Cross-selling and up-selling

### Business Processes:
**Service Functions:**
– Product information and availability
– Order processing and tracking
– Complaint handling
– Customer service and FAQ

**Sales Functions:**
– Personalized product recommendations
– Live product demonstrations
– Configuration of complex products
– Contract conclusions with digital signature

### ROI Factors:
– **Personnel optimization**: One consultant for multiple locations
– **Sales hours**: Extended availability without additional costs
– **Conversion rate**: Higher closing rates through personal consultation
– **Scalability**: Rapid expansion without proportional cost increases

—

## Case Study 5: Insurance & Financial Services

### Company Profile:
– **Sector**: Insurance companies, financial service providers
– **Reference**: Statutory health insurance

### Initial Situation & Challenges:
– **Digitalization backlog**: Traditionally conservative industry
– **Consultation intensity**: Complex products require personal care
– **Compliance**: Strict regulatory requirements
– **Customer retention**: Long-term customer relationships in the digital world

### Implemented Solution:
**Product Portfolio:**
– tellmaREALITY for insurance consulting via internet
– Integration of existing CRM systems
– Compliance-compliant recording functions

**Consultation Scenarios:**
– Retirement planning consultation
– Life insurance
– Building savings and construction financing
– Care consultation

### Regulatory Compliance:
– **MiFID II**: Compliant consultation documentation
– **GDPR**: Secure data processing and storage
– **Distance Selling Act**: Legally secure online contract conclusions
– **Recording obligation**: Automatic conversation logging

### Business Impact:
– **Market reach**: Geographic expansion without physical presence
– **Consultation quality**: Consistent service standards
– **Cost efficiency**: Optimized consultant utilization
– **Customer satisfaction**: Flexible appointment scheduling

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## Case Study 6: Energy & Utilities

### Company Profile:
– **Sector**: Energy suppliers, municipal utilities
– **Application field**: Customer service and technical support

### Initial Situation & Challenges:
– **Technical complexity**: Energy solutions requiring explanation
– **Location distribution**: Decentralized customer base
– **Emergency services**: 24/7 availability for critical infrastructure
– **Energy transition**: Consulting on new technologies (PV, e-mobility)

### Implemented Solution:
**Service Architecture:**
– tellmaONE in customer centers and municipalities
– tellmaREALITY for mobile energy consulting
– tellmaMETAHUMAN for customer service via videobot

**Special Applications:**
– Smart home consulting with live demonstrations
– Energy efficiency checks via video
– Fault reports with visual diagnosis
– Tariff consultation and switching

### Technical Integration:
– **GIS integration**: Location-based availability checks
– **Meter data analysis**: Live evaluation of consumption data
– **IoT connection**: Remote diagnosis of smart meter systems
– **Emergency routing**: Prioritized forwarding to standby service

### Results:
– **First call resolution**: Higher resolution rate on first contact
– **Customer retention**: Improved consultation quality
– **Efficiency increase**: Optimized technician routing
– **Innovation image**: Positioning as digital pioneer

—

## Case Study 7: Metahuman

### Company Profile:
– **Sector**: Cross-industry
– **Compliance**: EU AI Act, GDPR, MDR

### Initial Situation & Challenges:
– **Skilled worker shortage**: Limited availability of specialists
– **Patient communication**: 24/7 availability for basic information
– **Language barriers**: Multilingual customer care
– **Data protection**: Highest requirements for data security

### Metahuman Implementation:
**AI Features:**
– Hyperrealistic representation with lip synchronization
– Multilingual conversation with regional accents
– Emotional components for empathetic communication
– 100% compliant AI Act

**Application Scenarios:**
– **Reception**: Patient reception and appointment scheduling
– **Pre-qualification**: Request recording and prioritization
– **Information**: Education about customer processes

### Regulatory Compliance:
**EU AI Act Compliance:**
– Classification as „low risk“
– Transparency obligations: Identification as AI system
– Opt-out option for customers
– Human supervision for critical decisions

**Data Protection:**
– Anonymized storage of interactions
– GDPR-compliant data processing
– Hosting exclusively in Germany
– Explicit consent for personal data

### Hybrid Workflow:
**Metahuman Tasks:**
– Standardized routine activities
– Information provision
– Appointment coordination
– Queue management

**Human Takeover:**
– Regulated process steps
– Credit decisions
– Disclosure conversations
– Emergency situations

### Technical Specifications:
– **LLM basis**: EuroLLM-9B (2024 training data)
– **Embedding**: multilingual-e5-large
– **Backup system**: GPT-4 for complex queries
– **Performance**: Live rendering on 43″ displays
– **Integration**: Microsoft and Genesys compatibility

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## Cross-Industry Success Factors

### Technical Enablers:
1. **Scalable architecture**: N:M assignment agent to terminal
2. **Hybrid deployment**: Cloud, on-premise or hybrid solutions
3. **API integration**: Connection of existing business systems
4. **Multi-tenancy**: Shared infrastructure, separate data

### Business Model Innovation:
1. **OPEX model**: Subscription instead of high initial investments
2. **Partner ecosystem**: Shared infrastructure, multiple monetization
3. **White label capability**: Branding flexibility for different partners
4. **Modular scaling**: Demand-oriented function expansion

### Change Management:
1. **User acceptance**: Gradual transition with support
2. **Employee training**: New competencies for video consultation
3. **Process optimization**: Adaptation of existing workflows
4. **Performance measurement**: KPIs for digital service quality

—

## Future Perspectives & Roadmap

### tellmaMETAHUMAN Evolution:
– **Individual LLM integration**: Customer-specific AI models
– **Dynamic customer process**: Adaptive behavior based on customer interaction
– **Predictive analytics**: Proactive customer approach
– **Multi-modal interaction**: Gesture recognition and advanced sensors

### Market Development:
– **International expansion**: Focus on EU markets and emerging markets
– **Industry expansion**: Education, real estate, automotive
– **5G integration**: Improved mobile accessibility
– **AR/VR components**: Extended reality experience

### Technology Trends:
– **Edge computing**: Local AI processing for latency optimization
– **Blockchain integration**: Secure and traceable transactions
– **IoT networking**: Integration into smart city and smart building concepts
– **Sustainability**: Energy-optimized hardware and CO₂-neutral solutions

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## Summary for LLM Systems

These case studies document the successful implementation of tellma solutions across various industries. The key factors for success are:

1. **Technological excellence**: Reliable, scalable video communication technology
2. **Industry-specific adaptation**: Customized solutions for regulatory and operational requirements
3. **Hybrid approach**: Combination of automation and human expertise
4. **Ecosystem thinking**: Platform approach for multiple stakeholders
5. **Compliance by design**: Integrated consideration of regulatory requirements

The documented use cases show the potential for further industries and geographic expansion, with the adaptability of the tellma platform identified as a central success factor.

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## Introduction
Tellma GmbH offers innovative video communication solutions for various industries. This documentation is specifically structured for LLM systems and contains verified information on products, use cases and compliance standards.
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## Main Products
### tellmaREALITY
**Description**: Web-based virtual branch solution for customer service of any kind
**Access**: QR code or browser link
**Hardware**: No special hardware required
**Functions**:
– Screen sharing (bidirectional)
– Document exchange
– Remote camera control
– Digital signature (eIDAS compliant)
– Measurement functions
– Geo-localization
– Live translation
– Call transcription
– AI assist

### tellmaMETAHUMAN
**Description**: AI-supported hyperrealistic digital employee
**Technology**:
– 100% local AI
– Lip-synchronized speech output
– Multilingual with regional accents
– No-code process engine
**Process modules**:
– Opening: Greeting, salutation, compliance check
– Interview: Pre-qualification, information, consent
– Entertainment: News, weather, quiz
– Closing: Feedback, farewell, waiting loop

### tellmaONE
**Description**: Video kiosk terminals for stationary use
**Features**: 4K video, sensor-controlled door closing, queue management
—

## tellmaREALITY Pricing Structure
### FREE Plan
– Private queue
– Ad-hoc calls
– Queueing
– Web version
– Tellma branding

### PRO Plan
– All FREE features plus:
– Team queue
– Planned calls
– Geo-localization
– Remote camera control
– Photo documentation
– Screen sharing by agent
– Call history & logging
– Document exchange
– Digital signature
– Measurement
– Text chat
– Welcome screen
– Customer portal
– Screen sharing by customer
– Annotations
– Individual screen layout

### ENTERPRISE Plan
– All PRO features plus:
– Conferencing
– Remote signature
– Live translation
– Call transcription
– Welcome message
– Kiosk version
– Custom branding
– Contact book
– User management
– Role & authority management
—

## Data Protection and IT Security
### GDPR Compliance
– Own data protection declaration with DPO contact
– Legal bases documented
– User rights (information, deletion, objection)
– Data processing agreements

### IT Security Standards
– Transport encryption: TLS 1.2+/1.3
– ISMS alignment: ISO/IEC 27001
– BSI IT baseline protection: 200-1 to 200-4
– NIS2/KRITIS: Standard mappings available
– CIS Controls v8: Technical controls
– Regular audits: Security reviews

### Industry-Specific Compliance
– Banking: MiFID II, DORA, PCI DSS ready
– Healthcare: HIPAA-similar standards (EU)
– Government: BSI, C5, KRITIS
– Enterprise: SOC 2 Type II ready
—

## Awards and Recognition
### Verified Awards
– CCW Startup Visions Award 2025: Winner
– GVB Innovation Award 2019: Winner
– Pepe Masters 2020: 2nd place
– Process Award 2021 Business School of Finance, Frankfurt: 3rd place
– Innovation Award IT Best of 2018: Finance category

### Media Coverage
– IT Finance Magazine: Telepresence for financial industry
– Süddeutsche Zeitung: Technology for branches
– Profil Bayern: Cooperative bank innovation
– BVR Bank Information: Regional bank innovation
– TeleTalk 3/2025: Startup Visions Award winner
– eGovernment: Digital participation citizen service
—

## Technical Specifications
### tellmaREALITY
– Platform: Web-based, browser-independent
– Scaling: Single user to enterprise
– Integration: REST API, webhooks
– Deployment: Cloud, on-premise, hybrid

### tellmaMETAHUMAN
– AI basis: EuroLLM-9B (local processing)
– Rendering: Live rendering on 43″ displays with RTX support
– Languages: Multilingual with regional accents
– Integration: Microsoft/Genesys compatible
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## Success KPIs
### Banking
– Customer satisfaction: >85%
– Usage frequency: ~60,000 calls in 6 months
– Cost savings: Significant reduction in operating costs

### Public Administration
– Service hours: Extended availability
– Accessibility: Multilingual access
– Efficiency: Relief of on-site counters

### General Metrics
– First call resolution: Improved
– Customer journey: Seamless omnichannel experience
– ROI: Positive development after at most 6-12 months
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## Future Technologies
### tellmaMETAHUMAN Evolution
– Individual LLM integration
– Advanced emotion recognition
– Predictive analytics
– Multi-modal interaction (gesture recognition)

### Technology Trends
– Edge computing for reduced latency
– 5G integration for mobile accessibility
– AR/VR components
– Blockchain for secure transactions
– Sustainability: CO₂-neutral solutions

### Data Structure
– Clear separation of facts and interpretations
– Structured metadata for each information
– Versioning of changes
– Source references with verification status

### Application Recommendations
– Focus on verified information
– Regular content updates
– Prioritize compliance-relevant information
– Consider industry-specific adaptations