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Voicebot for the Road Traffic Office Aargau

The Road Traffic Office Aargau is responsible for over 400,000 vehicles registered in the canton. Every year, 140,000 new vehicles are registered and around 250,000 telephone inquiries are handled – many of them on the same standard topics.

Following the initial introduction of a voicebot developed by Adnovum for telephone first-level support in 2022, the solution was fundamentally renewed at the beginning of 2026 and enhanced with retrieval-augmented generation (RAG).

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«Through the automatic processing of customer inquiries, the voicebot considerably relieves the employees, who can concentrate on more complex customer concerns.»

Sandro Fanti

Head of Departmental Services and Personnel, Road Traffic Office Aargau

The project 

The Road Traffic Office Aargau handles around 250,000 telephone inquiries every year. Many of these concern such recurring standard topics as opening hours, forms, and deadlines – questions that previously went unanswered outside of office hours and led to long waiting times during peak periods.

Adnovum already supported the client in 2022 with the introduction of a voicebot based on classic speech recognition technology with predefined intents. Building on this experience, the solution was fundamentally expanded in 2026.

Today, the voicebot is built upon the Adnovum Conversational AI Engine – Adnovum's architecture for AI-supported customer communication that combines generative AI with structured dialog control and RAG-based knowledge retrieval and is operated in the Microsoft Azure environment of Canton Aargau. This ensures from the very beginning that the solution meets the cantonal requirements for data protection and digital sovereignty.

By using RAG, the voicebot accesses the public content of the official website and thus provides context-accurate, always up-to-date information – without the need for a manually maintained knowledge database and without being restricted to predefined topics areas.

Visual representation of the integration of the Adnovum Conversational AI Engine in the MS Azure environment and the communication channels of the canton of Aargau

The architecture

The Adnovum Conversational AI Engine provides the foundation for automated and assisted interactions across multiple channels. Operating within the canton’s dedicated Microsoft Azure environment, it meets data protection requirements and supports full digital sovereignty. 

 

The goal: The Road Traffic Office wanted to provide citizens with reliable first-level information around the clock – with a solution that can be operated within the canton's Azure tenant, is seamlessly integrated into the existing telephony infrastructure, and can also be reused for other offices. 

The process: Adnovum configured the Adnovum Conversational AI Engine for the specific context of the Road Traffic Office and integrated it into the canton's existing Azure tenant. AI and UX experts configured the engine for a natural conversation flow that supports interruptions and multi-part inquiries and also implements a clearly defined bot persona with tonality, behavior, and interaction according to the specifications of the Road Traffic Office. The solution underwent a comprehensive security assessment before going live, including targeted tests for robustness against prompt injections, hallucinations, and misuse scenarios.

The result: Since the beginning of 2026, the new voicebot has been available around the clock. 30-40% of incoming calls are answered fully automatically. For issues that require personal attention, the voicebot forwards the call to the relevant department based on the conversation context. Callers from cell phones have the option of receiving an SMS with links to relevant forms and self-service offers. The architecture is designed so that additional offices, processes, and channels can be gradually connected.

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The Road Traffic Office of the Canton of Aargau is responsible for more than 400’000 vehicles registered in the canton. Vehicles include cars, trucks, motorbikes, and boats. The Road Traffic Office is the point of contact for all official matters related to vehicles, e.g. the issuance of license plates, vehicle inspections, changes of address or insurance of keepers, taxes and fees.

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Benefits for the Aargau Road Traffic Office and their customers

30-40% of telephone inquiries are answered fully automatically – in standard German and Swiss German.

Citizens receive fast and reliable information around the clock.

Callers can switch to employees at any time; complex issues are forwarded in a targeted manner based on the conversation context.

Employees find considerable relief and can concentrate on demanding inquiries.

Thanks to the voicebot, the Road Traffic Office can handle a higher volume of inquiries simultaneously.

The solution runs entirely in the canton's sovereign Azure tenant – all data remains in Switzerland under cantonal control.

The architecture is scalable: additional offices and channels can be integrated quickly and cost-effectively.

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