Velbert implements AI voice assistant for city service office

The city administration of Velbert has introduced an AI voice assistant to support its service office. Currently in a testing and learning phase, the digital assistant is designed to improve telephone accessibility for citizens, particularly when staff members are busy or when calls are made outside of regular business hours.

The AI assistant can provide direct information regarding common inquiries such as passport and registration services, opening hours, forms, and required documentation. For complex or individual matters that require personal clarification, the system can transfer the call to a staff member or accept a request for a callback. The city plans to integrate appointment bookings into the AI system in the near future, though these can currently still be made via the city's online service portal.

To ensure reliable communication, the administration advises callers to speak clearly, use full sentences, and allow the assistant time to complete its responses. Because the system is in a trial phase, the city notes that answers may not always be optimal and encourages citizens to provide feedback via email.