Example of increased efficiency in industrial customer consulting

Heise Verlag is a leading German publishing house with a focus on IT and technology topics. The publisher offers its heise+ customers exclusive access to in-depth technical articles and analyses. A key challenge for Heise is to provide added value for its subscribers that goes beyond the static provision of content. Subscribers often have specific questions about the technical topics covered in the articles and need quick and accurate answers. At the same time, the publisher wants to ensure that this data is not transferred to external service providers in order to maintain data sovereignty and comply with data protection regulations.

Heise Verlag uses the insaight Expert, a customized IT expert who is available to heise+ subscribers around the clock. This virtual assistant is able to answer readers' questions about the content of heise online or heise+. The IT expert has been fed with knowledge from over 30 years of heise publishing history and more than 350,000 articles. A particular advantage is the Insaight Expert's ability to update itself daily. As soon as a new article is published on heise.de, the knowledge is also available in the IT expert within minutes.

A practical application example: A subscriber has a question about a recently published article on the latest security vulnerabilities in Android operating systems. He puts his question to the insaight Expert, who not only gives him a precise answer, but also provides further links to relevant articles and recommendations for further reading. The IT expert also suggests possible follow-up questions to enable the reader to delve deeper into the topic.

The use of Insaight Expert brings several advantages for Heise Verlag and its subscribers:

Time savings: subscribers receive immediate answers to their questions without having to wait for a human expert to be available.

No waiting time: The IT expert is available around the clock, which is particularly advantageous for international users in different time zones.

Up-to-date information: By updating the IT expert's knowledge on a daily basis, the information provided is always up to date.

Increased subscriber loyalty: The additional service increases subscriber satisfaction and retention as they derive direct added value from their heise+ subscription.

Data security: As Insaight Expert can be operated on-premises, Heise Verlag retains control over the data and can optimally comply with data protection regulations.