Gelsenkirchen relies on AI: Emma improves the citizen service

Gelsenkirchen relies on AI: Emma improves the citizen service

Gelsenkirchen. The city of Gelsenkirchen takes measures to improve citizen service in a modern way. In a new initiative, an artificial intelligence called "Emma" is used to optimize the contact between the administration and the citizens.

Citizens will in future be able to meet the city administration on Emma for calls, which acts as a digital employee. Unlike conventional chatbots, Emma is a highly developed artificial intelligence that is able to effectively edit inquiries via telephone, email and chat.

innovative approaches to digitization

The city council Simon Nowack proudly commented on the introduction of this project and emphasized that Gelsenkirchen, as the first big city in Germany, implemented such digital assistance. "By using artificial intelligence, we can improve the service for people in Gelsenkirchen and at the same time increase the efficiency of our administrative processes," said Nowack and emphasized how important this development is within the city's digitization strategy.

The AI assistance was developed by the software company Evocenta. Managing Director Uwe Kamann explained that Emma was specially designed for automating routine tasks. Their main task is to process simple inquiries quickly, while the city administration employees can concentrate on more complex topics. Kamann emphasized that Emma is already being used in the IT area and has demonstrated its efficiency there.

Integration of the AI into the citizens' service

Before the complete introduction to the citizens' service takes place, a feasibility study is carried out. In this process, suitable services are selected to find out how Emma can best be integrated. The results of these studies, together with a first prototype, are to be presented by the end of the year.

"Emma" will not only optimize the citizen service, but also reduce waiting times for the citizens. The idea is that the automation of easier inquiries increases the capacity of the customer service, which ultimately leads to better service. This shows how the city administration proactively relies on digital solutions to work more efficiently.

How will the use of artificial intelligence in the citizen service develop? It remains to be seen how citizens react to Emma and whether they can actually experience the promised advantages. If the initiative is successful, this could be a model for many other cities in Germany.

progress in digital administration

Overall, the introduction of Emma is a significant step into the future of municipal services. With technologies that allow the city administration to work more efficiently and at the same time improve direct contact with the citizens, Gelsenkirchen may be a model for digital transformation processes in public administration. The implementation of such technologies could not only increase citizens' satisfaction, but also help to make the administration more future -proof

technological foundations of artificial intelligence

Artificial intelligence (AI) includes a variety of technologies that enable machines to imitate human behavior. This includes machine learning, natural language processing and expert systems. These technologies enable AI systems to learn from data, recognize patterns and make decisions without being explicitly programmed. An example of the use of AI in the citizens' service is the processing of inquiries and the automated answering by systems such as "Emma".

Natural language processing (NLP) plays a central role in interaction with citizens, as it enables AI to understand and process human language. With NLP, "Emma" can recognize the concerns of the citizens and provide relevant answers, which makes the communication process more efficient.

The benefits of AI in the public sector

The use of artificial intelligence in public administration can bring considerable advantages. A study by the McKinsey Global Institute shows that up to 45 % of the activities in public administration can be automated, which would lead to a significant increase in efficiency. By automating routine tasks such as inquiries and appointments, AI enables employees to focus on more complex, strategic tasks instead of spending time with repetitive activities.

In addition, AI can shorten the response times to citizen inquiries. Faster answers can increase citizens' satisfaction and improve the transparency of the administration. This is particularly important in times when digital citizen service is increasingly expected.

The challenges in implementing Ki

Despite the advantages, there are also challenges in implementing AI technologies in public administration. Questions of data protection and data security must be strictly observed. The processing of sensitive personal data requires comprehensive security measures to ensure the trust of citizens.

In addition, training courses are necessary for the existing staff to ensure that employees can efficiently use the new technologies. Good communication about the role of AI in the citizens' service can help to reduce prejudices and to promote acceptance among employees.