BA pilots ‘Klara’ in its telephone service
Germany’s Federal Employment Agency is gradually introducing an AI voice assistant for calls to local employment agencies. The change concerns the telephone service; legally binding decisions remain with BA staff.
Pilot launched on 22 September 2026 · expanded functions initially limited to four states
What happens nationwide
‘Klara’ greets callers, explains how data is processed and can collect identifiers such as the customer number and postcode. The nationwide introductory stage began on 22 September 2026.
Where Klara already answers questions
Automated answers to selected standard enquiries, such as general information about unemployment benefit, are being tested in Hesse, Baden-Württemberg, Rhineland-Palatinate and Saarland. NRW is not part of this stage. Complex questions are transferred to Service Centre staff together with the details already provided.
What the system does not decide
The voice assistant does not make legally binding decisions on applications or benefits. BA has announced personalised functions for later stages, so these should not yet be treated as available everywhere.
General information as of publication. Individual circumstances and the responsible institution’s rules may require additional documents or steps.