Aristech wins Federal Employment Agency tender for a cloud-based omnichannel platform

Aristech, a leading provider of AI-based speech technology, has won, together with Accenture, the BA’s tender for the provision and operation of a cloud-based omnichannel platform for its service centers. Since Aristech runs its complete technology stack in a German cloud, the BA’s decision is a clear step toward digital sovereignty.

As part of the “AutomatiK” project, the voicebot solution will first relieve service center staff and improve service availability. Further channels, such as automated email processing, are set to follow shortly.

The Federal Employment Agency is the first point of contact for jobseekers in Germany. Despite a widely used online offering, customer contact still takes place mainly by phone or email, which creates a heavy workload for staff. When legislation changes or special events occur, contact volumes can also rise sharply.

Relieving staff, improving service availability

To relieve staff nationwide while improving its service for customers, the BA is now relying on Aristech’s cloud-based omnichannel conversational AI platform. With the voicebot, the BA can extend its service hours to 24 hours a day, seven days a week. Customers receive information faster and no longer have to plan around opening hours. The AI voice assistant has since launched under the name “Klara.” The Federal Employment Agency provides information about the launch and its current features here (in German).

Aristech does more than provide the technology. As a specialist in AI-based speech technology, Aristech, together with project partner Accenture, is responsible for the design, commissioning and documentation of the solution, maintains the platform during ongoing operation and provides support. Aristech is also responsible for training and supporting staff in using the platform.

Accenture acts as Aristech’s implementation partner in this project. The consultancy is already certified for the Aristech AI Suite and knows the solution well. In the project, Accenture is responsible for designing and implementing the dialogue design for voicebot and, in future, mailbot interactions. Accenture also handles the scalable implementation, the continuous development of the dialogues and the integration into the BA’s existing processes.

An important step for digital sovereignty

Carolin Edler-Mende, CEO and founder of Aristech, is delighted about the contract award: “We are truly honored that the Federal Employment Agency has chosen our solution. Together with Accenture, we will now ensure that customer inquiries are handled quickly and securely, service staff are relieved and availability hours are extended. By choosing a European solution, the BA is also sending an important signal for digital sovereignty.”

The tender is part of the BA’s strategy to use artificial intelligence (AI) to digitize requests and applications. The rollout will take place nationwide over the coming months.