How a self-service terminal learns to speak
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When KeA introduces itself, it can do so in more than 100 languages. The artificial intelligence-based voice assistant called KeA runs on a self-service terminal from Linz-based automation specialist KEBA.
The terminal itself has already been used very successfully in citizen offices in Germany since 2023 to process certain administrative procedures but without voice assistance. "In addition to all the successes with our self-service citizen terminals, we always see the challenge of making public processes understandable and user-friendly for citizens. The idea of developing an AI avatar in the next step, which verbally guides users through the process at the terminal, was quickly born," says Thomas Linde, Chief Innovation Officer at KEBA.
How KeA supports citizens when dealing with authorities
The newly developed, intelligent voice assistant KeA is designed to help citizens carry out administrative procedures at self-service terminals even more securely. For example, it provides support when printing character certificates, submitting applications, or collecting passports and driving licenses. KeA guides users through the entire process and explains key details of the official process in various languages. But KeA doesn't just speak, it also listens and responds promptly to questions.
Self-service terminals are also finding their way into government offices and public administration. The aim is to improve citizens' services by extending opening hours. The staff shortage in public authorities due to demographic change makes efficient processes indispensable to cope with the multitude of tasks and relieve the burden on existing staff. KEBA citizen service terminals are already being used successfully in Germany for precisely this reason.
At the same time, our society is becoming increasingly international due to immigration, migration, and students from abroad. Senior citizens and those less familiar with digital technologies also benefit from easily accessible and intuitive solutions. Digital assistants such as KeA, which can communicate in several languages, provide crucial support here: they help to overcome language barriers and guide people who are unfamiliar with administrative procedures safely through the processes.
Successful partnership with SCCH for pioneering AI assistance
Together with the Software Competence Center Hagenberg (SCCH) as a project partner, technical and data protection requirements were determined. The project team placed strong emphasis on ease of use and fast response times. Ulrich Brandstätter, PhD. from SCCH comments: "The relevant scenarios and processes were developed using human-centered system design. The human being is always at the center of the considerations - and not the technical hurdles, as is often the case."
The concept model already successfully tested 1,000 times
KeA is currently a concept model and has been regularly tested in the KEBA InnoSpace and at industry events since January 2024 by a wide variety of test users who carry out simulated applications. The virtual assistant has been used over 1,000 times, primarily due to its flexibility in terms of its range of applications and its seamless switching between different languages. "Many citizens are unsure when submitting applications independently and don't want to provide false information. KeA can guide them, thus increasing process reliability and lowering the inhibition threshold for using self-service terminals in public administration," says Harald Kirchtag, Innovation Manager at KEBA.
The scenarios were developed using Human-Centered System Design.
KeA moves into the Software Competence Center Hagenberg (SCCH)
Since December 2024, a KEBA self-service terminal with the intelligent, AI-based voice assistant KeA has also been located at SCCH as a demo version - directly in the entrance area. SCCH and KEBA want to further explore the potential use cases of KeA in everyday life. Visitors and SCCH employees can try out the voice assistant and provide feedback on usability, comprehensibility, and possible applications. The feedback collected will help to tailor KeA even better to the needs of different user groups and identify potential new areas of application.
In the next step, KEBA wants to gather experience with the KeA virtual assistant in a real environment. Initial discussions for pilot locations have already taken place, and other interested parties are welcome to contact KEBA directly as pilot partners.
