Classify the enquiry
The agent reads the incoming message and assigns it to an enquiry type. It flags anything with a deadline separately.
Received 2026-0913, enquiry type dog licence deregistration, priority normalThree desks read the same email. The deadline keeps running the whole time.
Classifies enquiries, prioritises cases and drafts well-founded replies.
Public administration
Four processes that take up the most time today
Developed in Germany · Hosted in the EU or on-premises
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Legal, tax and compliance expertise for legally sound deployment.
Advisory and implementation for the public sector, starting with the AI readiness assessment.
An email to the general address rarely lands with the person who can answer it.
A question about dog licence tax arrives in the shared inbox with no subject line and is passed on by hand. Along the way the text is read several times, and in the end two departments word the same answer differently.
1shared inboxA question about dog licence tax arrives at the general address.
3stopsService centre, tax office, back to the service centre.
3xreadEvery stop reads the same text from the beginning.
2versions of the answerTwo departments word the same information differently.
The service centre notices it in its processing time, up to 65% of which goes on forwarding.
The reduction of up to 65% in processing time is this agent's headline figure. The stops in the chain trace a typical route through a front office, not an inbox that was actually analysed.
Three steps through the process.
The caseworker decides whether the answer is right for the individual case; the agent determines the type of enquiry and the responsible department.
Propose the responsible department
The agent checks the enquiry type against the allocation of responsibilities and names the department. Where two departments could be responsible, it shows both with its reasoning.
Proposed department: tax office, unit 20.3, alternative: citizens' officeDraft the reply and document it
The agent drafts a reply in the authority's house style and files the enquiry, its route and the draft with the case. The caseworker edits it, adds to it and sends it.
antwort_entwurf_2026-0913.txt, 11 lines, 1 form referenceWhat the agent does not do.
It does not send the reply on its own.
It presents a draft. The caseworker sends it.
It does not judge whether the legal position cited applies to the individual case.
It proposes the department according to the allocation of responsibilities and drafts a reply. The department that signs it off is accountable for its accuracy.
It has no access to phone calls or conversations at the counter.
If the sender also rings about the dog licence tax, the agent knows nothing of that call unless someone notes it in the shared inbox or on the case. Its draft is based solely on what is in writing.
Connected systems
- Citizen service portal
- shared email inbox
- document management
Operations
- Deployment modelEU cloud, private cloud or on-premises
- Data processingGDPR-compliant, no model training on your data
- Responsible teamsCitizens' office, service centre, front office
The questions that come up before the first meeting.
How quickly is the Citizen Communication Agent ready to use?
A pilot typically runs on your own data within 4 to 6 weeks. The agent connects to your existing systems rather than running as a separate, parallel environment.
Where is the data processed?
EU cloud, private cloud or on-premises. Processing is GDPR-compliant and models are never trained on your data. Details in the Trust Center.
Where does the figure “up to 65% less processing time” come from?
It is based on experience from comparable projects and process benchmarks, not a commitment. We establish the realistic effect for your organisation in the assessment before the pilot.
Related agents.
- Application Review Agent60 to 75%time saved per caseSocial welfare office, citizens' office, benefits offices
- Intake Agentup to 70%less manual routing effortMailroom, Service Centre
- Public Sector Recruitment Agent40%faster shortlistingHR office, recruiting
- Local Bylaw Enquiry Agentup to 65%fewer follow-up queries at the citizens' officeCitizens' office, tax office, service centre
- Citizen Guide Agentup to 60%fewer first-level enquiriesCitizens' office, service centre, mailroom
- Business and Market Licensing Agent45%fewer queriesTrade licensing office, market administration