Munich, February 25, 2026 – The Munich Fire Department, in partnership with Microsoft, has introduced an artificial intelligence (AI) voice bot designed to manage non-critical patient transport requests, thereby enhancing the efficiency of its Integrated Control Center (ILS). This strategic deployment aims to alleviate the workload on human dispatchers, allowing them to focus on time-sensitive emergency calls.
AI-Powered Efficiency in Emergency Services
The ILS receives approximately 2,500 calls daily, with about 400 of these being requests for patient transports. Many of these are planned, non-critical transfers, such as moving a patient to another hospital. Previously, these calls were handled by human dispatchers, leading to potential delays and increased stress, especially when critical emergency calls took precedence. The new AI voice bot now efficiently processes these non-critical requests, ensuring that all relevant information is accurately captured during the initial contact.
Wolfgang Schäuble, Head of the Munich Fire Department, emphasized the necessity of this automation. “We have seen a continuous increase in emergency calls and patient transports for years. Processes have been optimized multiple times, but we have reached our limits in terms of personnel and space,” Schäuble stated. “Automation was a necessity for us. One could say: AI helps – humans save lives.”
Tangible Benefits and Positive Outcomes
The pilot phase of the project demonstrated significant improvements. The AI bot’s ability to structure and record information for non-critical patient transports effectively eliminates the average 3.5 minutes previously spent by human dispatchers on such calls. This frees up valuable resources for urgent emergencies. Furthermore, hospital staff benefit from reduced waiting times, as their requests are processed directly by the voice bot.
Dr. Hanna Sammüller, Munich’s Head of District Administration, highlighted the forward-thinking nature of this initiative. “With the deployment of the AI voice bot in our control center, we are taking an important step towards digitalization and efficiency. Artificial intelligence supports our dispatchers in acting even faster and more precisely – for the protection of Munich’s citizens,” she said.
Responsible AI Deployment in Rescue Services
The voice bot, developed specifically for rescue services, is built on Microsoft Azure. Its development and orchestration utilized Azure AI Foundry for model deployment and Azure AI Speech High Definition (HD) for its natural-sounding voice. Azure AI Search plays a crucial role in verifying locations, especially when callers use abbreviations, colloquialisms, or unofficial names. The solution was developed over 15 months in close collaboration with the IT and data protection officers of the Fire Department and participating clinics.
A core principle of the project is the clear division of tasks between humans and AI. The voice bot exclusively handles planned, non-critical patient transports. If the AI detects any uncertainty or a potential emergency, the call is immediately transferred to a human dispatcher. This multi-level security system includes a completeness check, a plausibility and location verification via Azure AI Search, and a final plausibility check by trained dispatchers who then deploy appropriate rescue resources. This ensures that critical decisions remain solely with human professionals, with AI serving as a supportive tool.
Data Protection and Security at the Forefront
Data protection and IT security were fundamental considerations from the project’s inception. Call reception and data storage occur within the Munich Fire Department’s environment. The solution adheres to the highest data protection standards and regulatory requirements, including those from the European AI Act, BSI guidelines, and Microsoft’s data protection commitments.
Alexander Britz, Public Sector Lead at Microsoft Germany, commented, “AI alone cannot save lives – but it gives valuable time to the people who care for patients. In a highly sensitive environment, this project demonstrates how AI can function responsibly in the public sector: as a secure, data protection-compliant tool in the background, with clear responsibility remaining with humans.”
Positive Feedback and Future Expansion
During its development, significant attention was paid to ensuring natural interaction with the AI voice bot. Thanks to modern HD voice technology, the bot’s voice sounds remarkably human, incorporating pauses and breathing. To accommodate Munich’s diverse, multilingual environment, the AI supports German (including dialects), English, French, Polish, and Serbian, with plans for additional languages.
Prof. Dr. Matthias Klein, Head of the Emergency Department at LMU Klinikum Großhadern, tested the AI in practice. His department treats up to 150 patients daily, with 40 to 50 admitted and the rest discharged. Delayed transport registrations can lead to patients remaining in the emergency department even after treatment. Dr. Klein concluded, “The AI proved its worth in the test phase. Transports could be registered immediately, and information could be conveyed freely. Missing information is specifically requested. The chatbot has no waiting loop, which significantly speeds up the overall process. The AI remains polite, calm, and composed at all times – even in stressful situations. This is a great help for standardized procedures.”
From Pilot to Scalable Solution
Following the pilot operation of the AI voice bot in February, a multi-stage rollout is planned at LMU Klinikum Großhadern in the spring. The ultimate goal is to progressively expand the solution to other clinics in Munich and then across Bavaria, continuing the collaboration long-term. The underlying AI platform is designed for future applications in control centers, fire departments, and administration, serving as a scalable blueprint for responsible AI in the public sector.
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Source: Munich Fire Department, Microsoft Germany
