From Thursday, 19 June, the public authority number 115 will be switched to the 115 voice dialogue system (SDS). Citizens will then be able to call 115 around the clock to obtain information about their concerns, including outside of service centre hours.
With the SDS, callers are guided by voice announcements and can select predefined answer options by dialling a number. The caller first hears the 115 greeting and then the SDS start announcement. The respective topic can then be selected in the main menu.
If, for example, information on an identity card is required, the caller is asked to dial 1. He or she is then asked what specific information is required. In the case of "loss", for example, the caller is asked to dial 2. The caller then receives the necessary information via a recorded announcement.
If the information announced is not sufficient or other information is required, the caller can be forwarded to a member of staff at the City of Chemnitz Service Centre during office hours.
The voice announcements have been customised for Chemnitz and converted into speech using the integrated text-to-speech tool. Changes can be made easily and live at any time by the City of Chemnitz Service Centre itself. The system covers the most frequently requested standard cases, such as applying for an identity card, certificate of good conduct, birth certificate or resident parking permit.
Artificial intelligence (AI) is not integrated into the system. The existing technical system of the 115 network platform is used with the centrally provided technologies of Deutsche Telekom. Every call received via 115 passes through the SDS around the clock. Internal calls in the 488 network of the City of Chemnitz are not processed in this system.
The SDS is being introduced to strengthen the public authority number. The rate of calls answered in the second half of 2024 averaged 65 per cent. This is to be increased with the SDS.
The SDS will be made available to the municipal service centres by the 115 network. The costs for its use are covered by the Federal IT Cooperation (FITKO) within the 115 budget. The City of Chemnitz uses the predefined structure of the SDS to avoid generating additional costs.
The SDS underwent a pilot phase in the 115 network, from which the following advantages can already be derived:
- The accessibility of the 115 improves, as information on selected topics is available 24 hours a day, 7 days a week in the SDS,
- Waiting times are reduced, as callers receive the desired information through the SDS and are no longer forwarded to the service centre,
- the rate of calls answered in the service centre is increased, as the SDS is able to provide conclusive information,
- the volume of calls is decreasing, e.g. because repeated calls have decreased.
The SDS is continuously evaluated. Constructive suggestions are always welcome.