For cities & citizen offices
Your city.
Clearly explained.
✓
Your content
✓
People decide
✓
Privacy & security built in
Start on your website. Think further in your administration.
Citizen chatbot
Example
What does my city offer for families?
In this example city you will find family services in the “Family & leisure” section.
Example source: family services
✓
From approved city information
A sensible start.
Four ways to lighten the load.
?
Explain services
↗
Prepare enquiries
⌕
Find knowledge
↔
Connect services
Good for citizens. Good for your administration.
Less searching. More working together.
Find opening hours. Know the right department. Prepare a reply. ACCELERAID supports your local authority where everyday questions arise.
Knowledge in your administration
⌕
Who looks after our website content?
Internal editorial guide
Responsibility · Contact · Approval
✓
Example: find knowledge instead of asking around.
What support can look like
Choose an example
Citizen chatbot
Enquiries
Knowledge
Connected
Your citizen chatbot
Orientation on your website.
Website
City services
Opening hours
Contacts
Citizen
Where can I find opening hours and the appointment page?
Citizen chatbot
In this example city, opening hours and contact points are listed in the “Citizen office” section. That is also where you would find the link to the city's appointment page.
↳ Example source: approved “Citizen office” page
Explain the next step
Just a preview, no appointment booking
↗
Your approved content
Website
Fictitious city information for illustration. Not a live chatbot.
Easier orientation.
Citizens find services, contacts and the right next step.
More targeted support.
Fewer repeat queries free up time for personal advice.
Expand step by step.
Website first. Then, as needed, enquiries, internal knowledge and connected processes.
Four building blocks. Your own path.
Answer questions today. Take on more tomorrow.
Start with the citizen chatbot. Or wherever your team needs support right now. You don’t need to introduce all four modules at once.
Your website
Your question?
Who is responsible?
Find the contact.
From question to the right information
01
Getting started on your website
Citizen chatbot
FAQ Bot / Starter
Your services. Easier to find.
A chatbot for your city website: it answers frequent questions from approved content and makes services, opening hours and responsibilities easier to find.
✓
Fast go-live on your website
✓
RAG: answers based on your content, with hallucination controls
✓
Customisable by your own team
✓
Packages for your monthly request volume
Discuss the citizen chatbot
→
New request
→
→
✓
Draft
For review
The AI prepares. Your team reviews.
02
Enquiries & tickets
Service copilot
Customer Service Copilot
Well prepared. Reviewed by people.
The service copilot classifies emails, contact requests as well as IT and service tickets. It prepares draft replies that your staff review and approve.
✓
Classify emails, contact requests and tickets
✓
Create draft replies from approved knowledge
✓
Human review and forwarding when clarification is needed
✓
Close suitable cases automatically only under agreed rules
Classify
→
Draft
→
Review
The subject-matter decision stays with your team.
Discuss the service copilot
→
⌕
Where is our editorial guide?
Found in internal knowledge
Guide · Responsibility · Approval
↗
Use administrative knowledge in everyday work
03
Knowledge for your staff
Internal knowledge assistant
Internal Workforce Assistant
Find knowledge. Use it every day.
A central assistant makes internal knowledge available where your staff work: in Teams, on the intranet and in your existing knowledge sources.
✓
Central knowledge assistant for your administration
✓
Native Microsoft Teams and Slack integration
✓
Native intranet integration
✓
Native connection of Confluence and SharePoint
Microsoft Teams
Slack
Intranet
Confluence
SharePoint
Discuss the knowledge assistant
→
Website
App
→
One enquiry.
One context.
Connect citizen services across channels
04
Connected citizen services
Connected citizen service agent
One enquiry. Well supported everywhere.
A connected agent brings together information, conversations and approved actions. A central AI – the AI Brain – keeps the context together.
✓
Web app and native SDKs for iOS and Android
✓
WhatsApp Business API; telephony on request
✓
Integration with your specialist and citizen-service systems after review
✓
Suitable town hall systems after technical and functional review
✓
Autonomous, approved actions via MCP – with defined confirmations
One central AI · AI Brain
Designed to be data-agnostic. We agree sources, permissions and the scope of actions for your local authority.
Discuss connectivity
→
In all four modules
OpenAI and Google Gemini, other models on request · Hosting in Frankfurt (ISO 27001) · Filters for personal data · Defined approvals
Your service assistant
Example
Can I continue my enquiry?
I'll prepare the current status. You review and confirm before it is passed on.
✓
Preview only. Nothing is sent.
An enquiry doesn't have to start over.
The channel changes. The context stays.
Extend your website help into a connected citizen service. With purpose-bound data and the right permissions, your assistant can accompany conversations across several channels.
Context.
CRM, CDP and core systems can provide contract, account and interaction data, for example. We review together which municipal data and town hall systems are a good fit.
Actions.
Using the Model Context Protocol (MCP), the agent can carry out approved routine actions autonomously. Rules and confirmations are defined in advance.
Channels.
Web app, native iOS and Android SDKs and the WhatsApp Business API. Telephony on request.
How it fits together
Connect knowledge. Prepare next steps.
The central AI connects only the sources and tools you approve. Subject-matter and sovereign decisions remain with people.
APPROVED SOURCES
City content
CRM · CDP
Core & town hall data*
→
Central AI
AI Brain · Knowledge · Context · Control
Data filter
Model choice
Approvals
→
YOUR SERVICE CHANNELS
Web app
iOS / Android
Telephony*
*Town hall systems subject to review; telephony on request. Connections, data scope, autonomous actions and required confirmations are agreed in advance. No automated legally binding notices or approvals.
Behind the scenes, too
From the inbox to your everyday work.
Assistants find knowledge. Bots prepare tasks. Agents connect approved steps with your processes. For example:
01 · Enquiry received
02 · Draft a reply
The assistant creates a draft from approved knowledge.
03 · Review in Teams
Staff complete the draft and approve the next step.
04 · Continue the process
An agent hands the reviewed information over to the connected system.
Example target process, not a live service. Teams approvals, system connections and actions are reviewed and set up for your administration.
Your topics. Your local authority.
Many questions. A sensible start.
From the citizen office to internal services: explore examples of how the four modules can support different areas of your administration.
Simple to use. Serious about trust.
A helpful assistant. Your rules, always.
Where is the data? Who can see it? What may the AI do? You get clear answers and a configuration that fits your deployment.
✓
GDPR & data processing agreement
✓
Tenant separation
✓
Hosted in Frankfurt
✓
PII filter
✓
Human oversight
PII filter before the model call
Helpful context. Protected details.
01 / Incoming request
I have a question about your offer.
Name:
[person's name]
Email:
[email address]
↓
🛡 Detect · Mask · Minimise
↓
02 / Filtered model context
I have a question about your offer.
Name:
[PERSON]
Email:
[EMAIL]
Illustrative example, not a live filter test. PII means personally identifiable information; redaction reduces risk but guarantees neither complete detection nor anonymity.
Tenant isolation explained
Environment A
Own data store
Defined access
Environment B
Own data store
Defined access
Schematic principle, not evidence of architecture or audit.
01
GDPR built into the process
A data processing agreement before processing, data minimisation, defined retention and procedures for data subject rights are an integral part of our security concept.
Legal basis, responsibilities, deletion periods and, where required, a data protection impact assessment are clarified for your specific deployment.
02
Secure operation in Germany
The platform runs in an ISO 27001-certified data centre in Frankfurt, on-premise on request; language models via Azure (Germany region) or Google Cloud (Frankfurt). Data is encrypted with TLS 1.3 in transit and AES-256 at rest.
Model providers, subprocessors and data flows are contractually defined.
03
Multi-tenancy with clear separation
Your administration's data is stored and processed with logical separation; access is restricted per tenant.
Do you need several companies, departments or organisational units? Their tenant structure and permission boundaries are reviewed and agreed separately.
04
Your data is not training material
We contractually commit not to use customer data to train our own models. Personal data fields are filtered before the model call.
For external model providers, training use, logging, retention and processing locations are defined separately.
05
Only the right people get access
Role-based permissions and least privilege are part of our access controls.
Sources, roles, approvals and permitted agent actions are set up to fit your organisation.
06
Traceable, not uncontrolled
Source-based assistants with hallucination controls and audit-proof logging of GenAI interactions are part of the platform.
Where there is no basis for an answer, it is handed over to people; those responsible decide which steps are only prepared and which may be executed after approval.
The shared foundation of all four modules
Your model. Your deployment decision.
OpenAI · Azure (DE)
Google Gemini · Frankfurt
Other models on request
Model choice, data protection, access concept and operating options are aligned with your use case together.
Critical questions are welcome too.
For data protection, IT and decision-makers.
More than a good feeling: discuss requirements, limits and evidence before any data is processed.
View security concept
↗
Does that make the solution automatically GDPR-compliant?
Which regulatory requirements are considered?
Which evidence can our IT review?
What happens with wrong answers or sensitive requests?
Start with a clear use case. Data protection and security requirements are planned in from the start.
The agreed configuration, the contract and the related evidence, such as the SOC 2 Type I report, are authoritative.
Start small. Grow together.
The first step can be simple.
You know the questions your city gets. We'll find the right starting point with you.
01
Choose a clear benefit
Frequent questions on the website, recurring contact requests or internal knowledge: together we choose a manageable starting point and suitable quality criteria.
02
Approve content and rules
You decide on sources and responsibilities. Together we clarify data protection, integrations, human review and how to handle questions that cannot be answered.
03
Test and expand sensibly
Your team reviews answers and processes before go-live. You then assess quality and relief – and add further topics, channels or approved actions as needed.
Before we talk
Good questions. Clear answers.
Want to discuss architecture, data protection or procurement in detail? Bring your questions.
Is this a website for citizens?
Can we start with just the citizen chatbot?
Which request packages are available to get started?
Does the service copilot answer emails on its own?
Can internal knowledge be used in Teams?
Which channels and systems can the agent connect?
What may an agent do on its own?
Can we choose the model and the operating region?
How do you deal with wrong answers and sensitive data?
Blog
Related insights
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What does your city get asked? Let's start there.
Show us a typical citizen question or a recurring process. We'll discuss how ACCELERAID can support your local authority.
