Smart CJM

Smart NexCX & Smart Connect AI

The foundation for AI in the customer journey.

With Smart NexCX and our new integration component Smart Connect AI you connect communication, appointment management and internal processes intelligently — for one continuous digital customer journey, from the first enquiry to the confirmed appointment.

  • Appointments by chatbot and AI phone assistant — in natural language
  • Open MCP standard — AI providers can be connected flexibly
  • Operated on premises or in the cloud
Arrange a demo What this means for your authority

Until now

  • Step 1 · Choose your matter
  • Step 2 · Location
  • Step 3 · Date
  • Step 4 · Time
  • Step 5 · Personal details

Click-through wizard

With Smart NexCX

I need a new identity card.

Certainly. Free appointments at the Mitte citizens office:

Booked — Wed, 2:00 pm.

One sentence is enough

about 30 sec.
until the appointment is booked
24/7
reachable by chat and phone
No form
markedly lower drop-off rates
On-prem or cloud
to suit your IT landscape

Your benefit

Less administrative effort, more service quality.

Smart NexCX takes effect in three places at once: in contact with citizens, in your internal workflows and in operating the platform.

Intelligent appointment booking

Citizens book straight through a chatbot on the municipal website — quickly, intuitively and in natural language. Anyone applying for a new identity card receives matching appointment suggestions with location details within seconds.

No form, no complex menu structures.

Relieved administration

From now on you change opening hours or organisational workflows by chat instruction — the AI carries out the necessary adjustments inside the platform. Analyses appear on request instead of in a reporting tool.

Data-based analyses and concrete recommendations — for instance when staff are short.

Flexible to operate

Authorities run Smart NexCX both on premises and in the cloud, and adapt the platform individually to their existing IT landscape.

You decide where your data lives.

Screenshot: chatbot with appointment suggestions on the website
Portrait: Marcus Büscher, CTO
That does away with filling in forms and clicking through complex menu structures. Appointments can be booked in about 30 seconds, while drop-off rates fall markedly at the same time.
Marcus Büscher CTO, Smart CJM
Arrange a demo

Technical architecture

A safe investment — today and in ten years.

We have relied on standard components throughout. That lowers the maintenance effort, makes updates reproducible and secures long-term vendor support. The platform runs on premises or in the cloud — adapted to your existing IT landscape.

Technology stack

  • .NET 10 LTS — maintained long term
  • Entity Framework Core
  • Microsoft Identity Framework for authentication
  • Documented REST API
  • Database: PostgreSQL

Operation and maintenance

  • Linux and container operation
  • Reproducible, standardised updates
  • Simpler maintenance thanks to standard components
  • Lower resource consumption
  • Reverse proxy via Caddy or NGINX
Screenshot: Smart NexCX platform interface

What does that mean for you?

A low-maintenance, future-proof platform with long-term vendor support.

New modules

Two additions that end double bookkeeping.

New module

Bidirectional Outlook synchronisation

Appointments automatically in both directions — through a middleware of our own. No manual entry and no double bookkeeping.

Real-time synchronisation

visible in Outlook at once

Return channel from Outlook

an absence blocks the slot

Data protection and control

only released calendars

Decoupled middleware

fail-safe and independent

New module

Couple resources to one appointment

Staff, rooms, equipment and devices, interpreters and vehicles can all be coupled. No partial bookings, no manual reconciliation.

The rule

Bookable only when every coupled resource is free at the same time.

Example: a shared office

A booking with one member of staff automatically blocks the slot of the colleague sharing the room — one appointment per office.

How the coupling works

  • Consultation appointment Consulting room
  • Appointment with an interpreter Interpreter (language)
  • Examination Member of staff Room Equipment
  • Shared office Staff member 1 Staff member 2

Smart Connect AI

Dialogue instead of process.

Smart Connect AI is our integration component: it connects chatbots and AI phone assistants directly to Smart NexCX. Citizens simply say in their own words what they need — four building blocks bring AI into citizen interaction and into your administration.

Chat — appointment booking

Available

Citizens book for themselves in natural language — multilingual and low-barrier. No click path needed.

  • Booking in natural language
  • Faster appointment finding through dialogue-guided selection
  • Fewer mis-bookings and drop-offs thanks to dialogue-supported questions
  • Around the clock, multilingual and low-barrier

How that feels

I need to register my car.

Certainly. Vehicle registration, next free appointment: Thu 10:40.

That works, please book it.

Booked — Thu, 10:40. Confirmation is on its way.

One sentence is enough — the AI knows the rules, capacities and deadlines.

Voice — phone bot

Available

Through Smart Connect AI Voice you connect AI phone assistants directly to Smart NexCX — the telephone channel is integrated intelligently.

  • Together with the Zaitgeist Innovation Group we connected the municipal AI assistant “Charly”
  • Holds multilingual dialogues and takes requests around the clock
  • Books appointments automatically, straight into Smart NexCX
  • Answered at once instead of on hold

Course of the call

Good day, citizens service. How may I help?

I need an appointment at the registry office.

Notice of marriage? Then I have Wednesday 09:00.

Appointment confirmed — Wed, 09:00.

The AI answers, understands the matter and completes the booking.

Admin — AI configuration

Available

You change opening hours or organisational workflows by chat instruction — the AI carries out the necessary adjustments inside the platform.

  • Change opening hours and workflows by chat instruction
  • Faster adjustments with high process reliability
  • Less configuration effort
  • Automatic plausibility and consistency checks
  • More autonomy for the specialist departments

Configuration by dialogue

Set up morning appointments only on Fridays at the Nord citizens office.

Understood: Fri 08:00–12:00, afternoon blocked. Two existing appointments fall in the afternoon.

Rule active — consistency check completed without conflict.

Automatic plausibility and consistency checks run alongside.

Insights — data analysis

Roadmap · in strategic planning

Those in charge ask questions in natural language and immediately receive data-based analyses along with concrete recommendations.

  • Question data in natural language
  • Immediate, data-based analyses instead of rigid reports
  • Concrete recommendations when staff are short or utilisation is high
  • Currently in strategic planning

Questions instead of reports

How many appointments were booked online last week?

1,284 bookings, 61 per cent of them through chat and voice.

Recommendation: raise Thursday capacity at Nord by two slots.

This building block is currently in strategic planning.

The essential point · you own your AI

You connect your own AI model and carry its cost — full control, no vendor lock-in. Through the OpenAI-compatible interface any provider serving that standard is possible: commercial models, services hosted in Europe or your own model. Your data stays with you.

Our solution stays deliberately open: thanks to the open MCP standard, authorities connect different AI providers and systems flexibly — Charly today, another model tomorrow.

New pricing model

A package model instead of single licences.

Instead of individual licences you receive any number of standard modules for the appointment and call-up system — and beyond that you pay only for actual use.

Packages — every standard module included

Included among others:

  • Reception
  • Single-Counter-Client
  • Waitingscreen
  • Touchscreen
  • Appointment resources
  • Appointment manager
  • Unidirectional appointment synchronisation

Full flexibility

Every standard module can be activated at any time

Faster roll-out

No licence negotiation effort per module

Less administration

Simpler contract management for both sides

On top: billing by interaction

Beyond the packages you pay only for actual use. Every interaction is counted individually.

  • 1 interaction Appointment booking
  • 1 interaction Call-up operation

So you pay only for what is really used — fair, usage-based billing.

Four packages — the right one for every need

Pick a package to filter the module overview below.

Modules available as add-ons — what is included when?

Currently highlighted: Basic Plus Professional Enterprise

  • included
  • available as an add-on
  • not included
Modules available as add-ons — what is included when?
Module Basic Plus Professional Enterprise
Connectivity & integration
API (REST, documented) not included available as an add-on included included
Calendar sync (M365 / Google) available as an add-on available as an add-on available as an add-on included
Webhook routing available as an add-on available as an add-on available as an add-on included
AI intelligence (Smart Connect AI)
AI Admin — NexCX by voice input not included available as an add-on available as an add-on available as an add-on
AI Chat/Voice — 24/7 appointment booking not included available as an add-on available as an add-on available as an add-on
AI Insights — utilisation analysis not included available as an add-on available as an add-on available as an add-on
Booking experience
Guided booking journey available as an add-on included included included
Mobile ticket (QR & live status) available as an add-on available as an add-on included included
Resource coupling not included available as an add-on available as an add-on included
Analytics, compliance & security
Reporting & dashboards available as an add-on included included included
Feedback not included available as an add-on available as an add-on included
Single sign-on (SAML 2.0, OIDC, LDAP/AD) available as an add-on available as an add-on included included

Module scope — as of August 2026

See Smart NexCX in action.

We show you, on your own use cases, what the continuous customer journey looks like in your authority — from the first enquiry by chat or phone to the confirmed appointment. Including the connection of your AI model on request.

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