Automatically answer citizen inquiries: How municipalities can use AI in a legally compliant way

Municipalities can automatically answer citizen inquiries, by using an AI chatbot on the website and an AI phone assistant take over recurring questions – opening hours, required documents, responsibilities, processing status. The answers come exclusively from verified content provided by the administration; everything else is routed in a structured way to the responsible office. Notices and discretionary decisions remain with people.

The typical day-to-day in the citizen service office

A large share of inquiries is repetitive: When is the citizen service office open? Which documents do I need for a new identity card? Who is responsible for a special use permit? Often the same employees answer these questions again and again by phone or email — time that is then missing for complex matters and personal consultation.

What can be automated – and what cannot

Suitable

• Opening hours, availability, responsibilities
• required documents and appropriate forms
• fees according to the fee schedule
• appointment booking, provided an appointment system is connected
• Assignment of incoming emails to the correct department
• Status information on ongoing cases, provided the specialist systems are connected

Not suitable

• Notices and legally binding case-specific information
• Discretionary decisions
• Advice in difficult life situations

Legal certainty: the five basic rules

1. Labeling: The chatbot or phone assistant clearly identifies itself as an AI system, as required by the EU AI Act – see AI labeling requirement.
2. Data protection:Processing in Germany or the EU, data processing agreement, data minimization, involvement of the data protection officers.
3. Accessibility: clear language, keyboard operability and screen reader compatibility – public authorities are subject to special requirements.
4. Verified content: The bot responds only from approved texts from the administration and, where possible, names the source.
5. Co-determination:Involve the works council early when work processes change.

The building blocks

AI chatbot on the website

Answers questions around the clock in clear language, and if desired also in multiple languages, and links to forms and responsible departments – more at AI chatbot.

AI phone assistant

Answers calls, responds to standard questions, and records callback requests in a structured way – more at AI phone assistant.

AI document search for employees

Finds answers in bylaws, policies, and previous cases with source references – more at AI document search.

Example: Relieving pressure on the citizen services office of a medium-sized municipality

An illustrative scenario: A citizen services office receives many calls every day about opening hours and the documents required for address changes. A chatbot on the website and a phone assistant answer these questions, book appointments, and pass on more complex requests with a summary. Staff have more time for matters that require personal consultation. The actual impact depends on request volume, content, and integrations.

Introduction in five steps

1. Evaluate inquiries:What questions come up most often by phone, email, and at the counter?
2. Review content: Are the website texts up to date, understandable, and consistent?
3. Clarify framework: Data protection, accessibility, staff council, labeling.
4. Pilot:an office or subject area, clearly defined, with evaluation after a few weeks.
5. Expand:additional topics, phone, internal document search.

Key figures for administration

• Share of questions answered without forwarding
• Decrease in recurring calls and emails
• Booked appointments via chat and phone
• Most common open questions as a basis for better website content

The page shows further areas of use Automatically answer citizen inquiries – AI for public administrations. Several departments can use the modules together via automaisa Hub use.

Frequently asked questions

How can municipalities automatically answer citizen inquiries?

With an AI chatbot on the website and an AI phone assistant that answer recurring questions based on verified administrative content and pass everything else on in a structured way to the responsible office.

Are municipalities allowed to use AI chatbots?

Yes, if the chatbot is identified as an AI system, does not make legally binding individual decisions, and data protection and accessibility are observed.

What happens with more complex requests?

The chatbot or phone assistant forwards them with a summary to the responsible caseworker instead of forcing an answer.

How accessible does an administrative chatbot need to be?

Public authorities must design their digital services to be accessible. This includes clear language, keyboard operability, and compatibility with screen readers.

How should municipalities get started?

By analyzing the most frequent inquiries and launching a clearly limited pilot for one department or subject area, accompanied by data protection officers and the staff council.

As of October 2026.