With a data protection-compliant chatbot based on artificial intelligence, the city of Bonn is expanding its online information offering, especially on municipal services. An AI-supported assistant is now available on the city's website www.bonn.de (opens in a new tab), which can be operated easily and intuitively like a messenger chat and specializes entirely in services and information for citizens and visitors to the city.
Users will receive answers in 95 languages via the chatbot at any time. Unlike previous chatbots, questions are understood in natural language and answered contextually from Bonn.de's municipal knowledge base on administrative services, contact information and the events calendar. In addition to multilingual communication, the new service also offers information in plain language, further contributing to accessibility.
The chatbot was developed by the award-winning Bremerhaven-based Gov-Tech start-up “neuraflow”. The experience of more than 50 local authorities that are already working with the company shows a significant reduction in administrative workload while at the same time improving the quality of service for citizens.
Added value for citizens and administration
No app installation or registration is required to use the chatbot. Forms and online services are linked in such a way that they can be clicked directly from the chat dialog. Data transmission is encrypted and only servers in Germany and the EU are used in compliance with data protection regulations. If personal data is accidentally entered, it is automatically anonymized.
For its part, the administration expects the AI support to reduce the number of routine inquiries and standard information requests. The chatbot does not require any editorial work, as it is constantly learning thanks to the feedback function and connection to all relevant city information sources.