Since December, an unusual helper has been answering questions from citizens in the municipality of Büttelborn: a digital avatar of Mayor Marcus Merkel. On the municipality's website, citizens can talk to the AI-supported video avatar or type in their questions – and receive an immediate response.

This makes Merkel the first mayor in Germany to have his own AI video avatar. The digital twin draws on a knowledge database containing publicly available information from the municipal website and frequently asked questions from citizens. For example, it provides information on town hall opening hours, administrative responsibilities, forms and procedures.

The aim of the project is to make information about the municipality more easily accessible while reducing the workload of administrative staff.

Büttelborn residents react with curiosity and positivity

The response in Büttelborn has been overwhelmingly positive. Many people approach the mayor directly to ask about the project – often with a wink. ‘People usually want to know, jokingly, whether the real Mr Merkel or the avatar is standing in front of them,’ reports the mayor. Overall, however, people quickly recognise the practical benefits for citizen services.

The avatar is available around the clock and can answer citizens' questions regardless of opening hours – a clear advantage over traditional information services in the town hall or on the website.

Four months from idea to launch

It took around four months from the initial idea to the launch. A large part of the work went into preparing the content. A structured knowledge database was set up in collaboration with AI consultant Stefan Klink from Büttelborn.

The aim was not only to collect information, but also to prepare typical citizen questions in an understandable way and store them in a technically correct manner. ‘It was important to us that the digital service provided reliable answers and that the quality of the information met the standards of our administration,’ says Merkel.

The result is a system that can respond quickly to frequently asked questions and at the same time makes it clear when no information is yet available on a topic.

Personal instead of anonymous: why the mayor himself became an avatar

It was a conscious decision to have the mayor himself become the digital contact person. The idea arose in collaboration with the project partner – with a clear goal: digital offerings should not appear impersonal.

As mayor, he is a familiar figure to many citizens, says Merkel. ‘People can meet me on the street and shake my hand. We wanted to make deliberate use of this authenticity.’

The avatar thus combines personal contact with digital service: it is available around the clock, currently understands 28 languages and helps people quickly find their way around the municipality's website.

There is no concrete long-term experience or reliable figures available yet, as the project is still too new. ‘But we are already seeing that inhibitions are decreasing when people receive information in their native language,’ emphasises Merkel.

A learning system with potential for development

The avatar cannot do everything yet. It cannot deliberately process personal matters, individual transactions or file queries, as no personal data is processed.

Technically, too, the solution is only just beginning. Currently, the avatar responds exclusively by voice. In future, text output will also be integrated so that links, telephone numbers or email addresses can be displayed and copied directly.

For Mayor Merkel, the project is therefore one thing above all else: a learning system. The knowledge database is continuously being expanded – and with each new entry, the municipality's digital citizen service also grows.

Büttelborn shows how local authorities can use AI technologies to make information accessible, break down barriers and at the same time reduce the workload on the administration. Even more forward-looking examples from the public sector will be presented at the Smart Country Convention in Berlin from 15 to 17 October 2026.