Leon Lukas
Leon Lukas has been the team lead of the AI Competence Center for two years and has played a key role in the development and implementation of AI solutions within the city administration. While he initially trained models and built systems himself, he is now responsible for the architecture and projects at it@m, the city’s IT service provider. For more information on AI in the City of Munich, visit: ki.muenchen.de.
Session
The City of Munich is modernizing its communication: With the transition to the Zammad ticketing system, there is a unique opportunity to not only manage citizen inquiries but to proactively process them using Artificial Intelligence. The Zammad-AI project utilizes a two-stage process consisting of intelligent classification and RAG-based (Retrieval-Augmented Generation) response drafting to significantly reduce the workload of administrative staff.
In this talk, we demonstrate how we integrated Zammad-AI via an internal Kafka message bus to process tickets in real-time. We explore the technical workflow—from thematic context analysis to the generation of valid response drafts based on a department-specific knowledge base.