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Voice AI for public authorities

Answers the same five questions every day, books appointments in your slot system, recognises sensitive cases, and writes a structured note into the eAkte — so the front desk has time for casework, not for opening-hours questions.

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10:42

How Voice AI sounds in public authorities

DMV appointment — new resident license update

1:22

Application status check

1:27
At the counter

Where Voice AI shows up in a citizen day.

Five recurring moments where the agent answers first — so civil servants spend time on cases that need judgment, not opening hours.

  • Public service clerk at a calm modern counter with a phone headset.

    Citizen inquiries

    Routine questions on hours, documents, and processes stop piling up at the front desk.

  • Civic counter with one tidy desk, a small queue display, calm bright daylight.

    Appointment scheduling

    Citizens schedule, change, or cancel appointments around the clock without staff time on the phone.

  • Clerk at a clean desk with one form and a pen, plain modern wall behind.

    Forms & document help

    Common form and document questions get answered consistently, with the same source of truth.

  • Quiet civic meeting room with a single laptop on a wood table, soft daylight.

    Compliance-aware escalation

    Sensitive cases reach staff with full context and an audit trail, while routine matters stay automated.

  • Empty civic service hall at evening with one lit counter and a single phone.

    After-hours intake

    Evening and weekend questions get a clear path that does not need on-call staff.

Try it now

Test the Agent live.

Enter your number — your phone rings within 30 seconds.

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Three steps to live

Bring Voice AI into the Bürgeramt — step by step.

A clear path, visible relief at each step — and a team that quickly sees what the agent is for on a Monday morning at the front desk.

01

Pick the call type

You choose the one or two recurring requests that block the front desk most — Anmeldung questions, document checklists, passport pickups, opening hours.

Visible within days: where routine calls eat up casework time.

02

Set answers and limits

You decide what the agent may say, what it writes into the eAkte, and when it routes the call to a caseworker — hardship, social services, residency, protection.

Consistent answers, clean handover — sensitive cases always go to a person.

03

Run it live

The pilot runs on real citizen calls. Each week the numbers show what works and where to fine-tune — across German and the languages your citizens actually call in.

Four weeks of controlled operation — no annual contract, EVB-IT-aligned.

What changes

What we measure in the first month

Routine call deflection

Citizen calls the agent fully resolves vs. those routed to a caseworker.

After-hours requests captured

Structured by category — appointment, document query, hardship, callback — sorted by your rules.

Multilingual coverage

Share of calls answered in the citizen's language without a transfer to a colleague.

Time-to-callback for casework

How fast a caseworker sees the structured summary when a person is needed.

Happy to support the rollout too — from the first call type to going live across departments and locations. Book a short demo and we'll show you how it would look in your authority.

Book a demo
Stack

We meet your stack.

And anything else with an API. We connect to your software — you don't switch.

Phone systemsAdministration software

  • Telekom

  • Vodafone

  • Microsoft Teams

  • NFON

  • sipgate

  • placetel

  • STARFACE

  • 3CX

  • d.velop d.3

  • Fabasoft eGov-Suite

  • PDV VIS-Suite

  • nscale

  • enaio

  • AKDB

  • ekom21 / CIVENTO

  • Dataport

  • KDO

  • KRZ

  • TEVIS

  • eTermin

and many more

FAQ

Voice AI in
public authorities.

Where is the data stored, and who has access?

Calls and transcripts are stored in the EU, on infrastructure that meets DSGVO requirements. The data flow — what is captured, where it lives, who can read it, how long it is kept — is documented for your DPO before the pilot starts. An order-processing agreement (AV-Vertrag) is signed up front. Your eAkte stays the source of record.

Does this fit a public-procurement process?

Yes. The pilot is set up to fit the formats your procurement office works with — EVB-IT contract templates, structured cost line items, a documented data-flow appendix, and clear references to DSGVO, BITV 2.0, and EU-hosted infrastructure. We have walked the path with procurement officers who needed every clause to map cleanly.

Will it connect to our specialist software and eAkte?

d.velop d.3, Fabasoft eGov-Suite, PDV VIS-Suite, nscale, and enaio connect through their existing interfaces. Regional providers — AKDB, ekom21 with CIVENTO, Dataport, KDO, KRZ — connect the same way. Slot systems like TEVIS and eTermin are read and written directly. Anything else with an API connects on the same pattern: the agent reads availability, books the appointment, writes the case note.

Is the phone channel accessible under BITV 2.0?

The voice channel is designed against BITV 2.0 and WCAG 2.1 AA expectations: clear language, slower playback on request, no menu trees that punish callers with limited hearing, and a reliable path to a human within one request. The accompanying citizen-facing web page meets the same standard.

Does it speak the languages our citizens actually call in?

Yes. The agent recognises the caller's language and answers in it — Turkish, Russian, Ukrainian, Arabic, Polish, Romanian, English, alongside German. The case summary the caseworker reads stays in German, so nothing changes about how the file is processed.

What if the pilot doesn't work for our authority?

Four weeks of pilot operation, success criteria agreed up front, no annual lock-in. If the numbers don't move, you decide against the rollout — and keep what you learned about your call mix and the share of calls that arrive in languages other than German.

Why itellicoAI

Voice AI that fits how European operations actually work.

GDPR in the call path. Voice tuned for EU/DACH. Calls tied to outcomes, tasks, and audit — without your team gluing it together.

Scoped launches, not pilots that drift.

Goal, knowledge, handoff rules, and provider choices are written down before live traffic. The rollout has an owner, a path, and an end date — not just a kickoff deck.

Plan

Scope, goals, owners

Train

Knowledge + providers

Test

Quality review

Live

Production traffic

Telephony that holds under load.

Multi-carrier routing, monitored failover, and runtime observability — so transfers actually go through and call records stay intact when traffic spikes.

99.95% uptime

Fluent in any language.

Same agent logic across English, German, French, Italian, Spanish, and 45+ more — with per-workflow language pinning and regional accent handling when it matters.

ENHow can I help you today?
DEWie kann ich Ihnen helfen?
FRComment puis-je vous aider ?
ITCome posso aiutarla?

+ 45 more languages

Low-latency calling across Europe.

Optimized WebRTC and SIP infrastructure — callers hear no delay, anywhere in Europe.

  • Frankfurt
    25ms
  • Vienna
    35ms
  • Amsterdam
    45ms
  • London
    65ms
  • Madrid
    95ms

Every call has an owner after it ends.

Reviews, follow-up tasks, and handoffs all tie back to the source conversation. No re-reading transcripts in a spreadsheet to figure out what to do next.

Quality Studio
Follow-up tasks
Handoff rules
Audit log + exports

Want to see this live?

Hear how voice AI sounds in your industry — and where it delivers impact first.

Book a demo