More service and shorter waiting times: Federal Employment Agency starts test phase with AI voice assistance

From 22 September 2026, the Federal Employment Agency (BA) will be using an AI assistant called ‘Klara’ in its telephone service. She answers calls from customers of the employment agencies, records basic enquiries and, in selected pilot regions and independently responds to standard questions in selected pilot regions.

23.09.2026 | Press release no.36

The aim of the pilot project is to provide the approximately 18 million callers each year with faster access to information and advice, without long waiting times.

Stefan Latuski, CIO of BA, emphasises in this context: “In our digitalisation strategy, we consistently adhere to the principle of ‘human-friendly automation’.” Artificial intelligence is not intended to, nor will it, replace personal contact; rather, it must specifically relieve our staff of routine administrative tasks. "By using voice-based systems, we are achieving noticeably faster response times for our customers."

The roll-out will take place in several phases

Klara is being rolled out in stages and is being continuously reviewed and improved as it is implemented. Feedback from customers is taken into account here. From 22 September 2026, Klara will welcome callers throughout Germany, provide clear information about data processing and collect identifying details such as customer numbers and postcodes.

In the pilot regions of Hesse, Baden-Württemberg, Rhineland-Palatinate and Saarland, the AI voice assistant also handles selected standard enquiries, such as general information on unemployment benefit. More complex enquiries or those requiring in-depth advice are put through to colleagues at the Service Centre. In this case, callers do not have to repeat their data, as Klara forwards this information and the concern directly.

The next stages of development will then provide personalised responses and soon also individual information from the electronic ‘customer record’.

The protection of personal data is a top priority at the BA and when using AI systems

Data is transmitted via secure interfaces in accordance with the latest IT security guidelines, and customer data is processed strictly in accordance with the GDPR (General Data Protection Regulation). All legally binding decisions will continue to be taken by the BA’s staff.

The Federal Employment Agency uses a German solution that complies with the GDPR for Klara.

Further information and an FAQ about Klara can be found on our website: AI voice assistant ‘Klara’ (available in German only)