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der Service-Tiefe von insaight.

Heise gets thousands of support requests per month, subscriptions, magazines, conference tickets, IT topics. Standard chatbots on US stacks weren't an option: data protection requirements at a tech publication don't allow training on US servers.

We built a chat agent trained on the Heise knowledge base, running exclusively from German data centers. Escalation to human support agents includes transcript and summary. No training data to third parties.

Chat catches the bulk of recurring requests, subscription status, shipping, billing. Complex technical cases go to humans with full context. Heise decoupled the support stack from a SaaS solution and controls the knowledge base directly.

Seasonal business with volume spikes in spring and on Black Friday. Where-is-my-order and returns explode, staff doesn't scale in hours. 12+ minute wait times cost orders and NPS.

Voice AI integrated with Shopware and the shipping provider. Speak the order number, AI reads the tracking status, initiates returns, sends the label by email. Complaints with clear patterns (defective, wrong item) are documented and escalated to the team immediately.

Wait time from minutes to seconds. WISMO calls, the largest volume block, run fully automated. NPS for the phone channel rises for the first time, because instant answers beat polite hold music.