evocenta’s AI agent, Emma, supports citizen service enquiries on behalf of the Federal Ministry for Digital Affairs and State Modernisation, covering both the BundID—Germany’s central account for digital public services—and the wider eID ecosystem. Whether registration, login or other requests, Emma already resolves a large share of enquiries at first contact, by phone or through the contact form.
If an enquiry cannot be fully resolved by Emma, it is automatically forwarded to the Bechtle Service Desk’s first‑level support. Only particularly complex cases are passed on to specialists at the Federal Government’s IT Centre, providing significant relief for everyone involved.
AI meets service excellence – evocenta and Bechtle.
evocenta and Bechtle Managed Services entered into a partnership in February with a clear objective—to deliver high‑performance, legally compliant and practical AI solutions for both businesses and public‑sector customers. The collaboration places a strong emphasis on data protection, IT security and the responsible use of artificial intelligence.
“Our customers benefit from an end‑to‑end solution that covers everything from implementation through to ongoing operations. By combining technological innovation in AI with our high service standards and level of automation, we create a solution that integrates seamlessly into existing processes and support structures,” says Heinz Schneider, Managing Director of Bechtle Managed Services.
The BundID project illustrates what this partnership can achieve in practice—faster responses, reduced pressure on support teams and a better experience for users.