01.07.2026
The state capital Saarbrücken launches AI pilot project: VoiceBot "Johanna" advises citizens on the phone
The state capital Saarbrücken is taking another step towards digital administration and has recently deployed the VoiceBot 'Johanna' in its telephone service center. 'Johanna' is a digital voice-based assistant based on modern AI technology. She advises citizens on frequently asked questions about the services of the city administration, especially the citizens' office.
Fast and straightforward information
As part of the pilot project, 'Johanna' initially answers standard inquiries, which make up a large portion of calls to the telephone service center. These include, for example, questions about vehicle registrations, the required documents for a new ID card, or fees and opening hours. Citizens thus receive information quickly, easily, and directly over the phone.
“With ‘Johanna’ we are creating an additional, modern access to administrative information around the clock. Our goal is to further improve citizen services, reduce waiting times, and specifically relieve our employees from recurring standard inquiries,” explains Tobias Raab, the deputy responsible for digitization. “The AI voice bot in our telephone service center is a good example of how artificial intelligence creates real added value in administration – for both citizens and our employees alike.”
AI complements personal service
The AI-powered voice bot complements the personal consultation in the telephone service center, which is operated by the municipal Information and Communication Institute (IKS) for the city administration. Callers can decide for themselves whether they want to speak with the voice bot or with an employee. Use is voluntary at all times. Upon request, ‘Johanna’ directly forwards to the staff. Complex or individual concerns will continue to be handled personally by the employees of the city administration.
At the same time, the pilot project helps to further improve the quality of service and accessibility of the city administration. Requests can be recorded and answered more quickly, while the staff have more time for consultations on complex issues. By having the VoiceBot handle recurring inquiries, personnel resources are specifically relieved and the city administration can continuously and future-orientedly further develop its digital service offerings.
Pilot project with future prospects
During the pilot phase, IKS is gathering initial experiences and planning how the knowledge portfolio, and thus the capabilities of the VoiceBot, can be gradually expanded. In the long term, ‘Johanna’ is intended to advise and assist citizens with a wide range of questions related to the city administration.
With the use of artificial intelligence, the state capital Saarbrücken is setting a clear sign for innovation, citizen proximity, and a modern public administration. The introduction of 'Johanna' demonstrates how digital technologies can be used effectively to continuously improve the service for the people in Saarbrücken.
The advantages at a glance:
·Reduction of waiting times for citizens
·Increase in service quality and accessibility
·More efficient use of personnel resources
·Improvement of data quality through structured capturing of concerns
·Relieving employees from recurring standard inquiries
·Gradual expansion of the digital service offerings
