Germany's BMDS completes first year of AI-supported BundID citizen service

The German Federal Ministry for Digital and State Modernization (BMDS) has completed one year of utilizing the AI agent EMMA®AI to support the BundID and eID ecosystem. BundID serves as the central user account for German citizens to access digital administrative services.

Developed by evocenta and implemented alongside Bechtle, the AI agent manages initial contact by answering recurring inquiries using verified content and automatically generating qualified support tickets. For complex issues that the AI cannot resolve, the system transfers the request along with relevant context to the Bechtle Service Desk.

State Secretary Dr. Markus Richter noted that the AI helps users find orientation faster while relieving support teams of repetitive tasks. The solution is TÜV-certified and designed to be hallucination-free and legally compliant for use in sensitive public administration sectors.