German Federal Foreign Office uses AI to get personal

With about 12,000 employees worldwide, along with offices in Bonn and Berlin and approximately 230 missions, the reach of the German Federal Foreign Office is vast, connecting with citizens abroad, along with other governments and international organizations.

But in the modern age, the agency realized that its system of digitally managing citizen requests was outdated.

The pressure was on to adopt a modern, flexible, and scalable system to route questions to the proper source and prov...

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