Heimund answers the phone when nobody else is there.
The AI assistant for citizen and customer service. Heimund answers questions by phone, in the chat on your website and in the app, around the clock and in plain language.
The challenge
The same questions, every day.
When is the recycling centre open? Which documents do I need for a passport? When is my bin collected?
Questions like these take up a lot of time at the service desk. Heimund answers them instantly, using your organisation’s own content. Your staff can focus on the requests that really need a person.
Phone, chat and app
Wherever citizens and customers ask.
Phone
Heimund takes calls, understands spoken questions and answers in a natural voice. When a person is needed, it transfers the call.
Chat on your website
A window on your website that answers questions and links straight to forms and pages.
App
In the CiviHub municipal app or as a standalone web app that needs no installation from an app store.
Always up to date
Heimund pulls opening hours, events and services from CiviHub via an interface. Whatever you update there, Heimund knows immediately.
Clearly recognisable as AI
Citizens and customers always know they are talking to an AI, as required by Art. 50 of the EU AI Act.
For organisations of any size
From municipalities to companies. Pricing consists of a one-off setup fee and a monthly operating fee, tiered by size.
Rollout
How to roll out Heimund
Introductory meeting
We discuss your most frequent requests and show Heimund with examples from your organisation.
Import content
We import the content of your website, regulations and service descriptions. You review the answers.
Go live
Chat, app and phone number go live. Your team can see in the history which questions are being asked.
Technology and operations
Every customer has its own instance.
Each customer’s data, telephony and language model are kept separate from those of all other customers. Speech recognition and speech synthesis run on our own infrastructure in German data centres, not with a US provider.
For businesses too
Heimund for retail and service businesses
What works at the town hall also works in retail and services: Heimund answers questions about opening hours, products and orders by phone and chat.
Heimund for businesses
Compliance included
We deliver the documents your data protection officer needs.
Every product comes with a compliance package from our Compliance Consult division. It covers data protection under the GDPR, information security under the German BSI IT-Grundschutz standard and the obligations of the EU AI Act. This gives your data protection officer the documents they need for approval.
- Built to the requirements of ISO/IEC 27001 and BSI IT-Grundschutz
- Operated in German data centres, separate environment per customer
- Encryption, roles and permissions, audit logging, retention periods
- Transparency under Art. 50 of the EU AI Act: wherever AI is at work, it is labelled
- Staff training with the AI Driving Licence
FAQ
Questions about Heimund
What happens if Heimund cannot answer a question?
Heimund says so openly and names the right contact. On the phone it can transfer the call to your citizens’ service desk or customer service team. It only answers from sources your organisation has approved.
Where does Heimund get its answers from?
From your own content: website, CiviHub, regulations and service descriptions. You decide which sources are used.
Are conversations stored?
Conversations are only stored for as long and to the extent your organisation decides. The data stays in your own environment in Germany.
Is Heimund open source?
Yes. You can inspect the source code and have it reviewed to see what happens to your data.
What does Heimund cost?
A one-off setup fee and a monthly operating fee, tiered by size (for municipalities, by population). A quote for your organisation is available on request.
Let’s talk about your project.
Whether you work in the public sector, healthcare or business, we use your own processes to show you what AI can do for you.