---
title: Framework
description: AI. Controlled knowledge space, human-in-the-loop, audit/transcripts, GDPR-compliant operation, EU-AI-Act-Governance in view.
---

![ai_made_in_germany_4-1](https://heronos.com/hs-fs/hubfs/ai_made_in_germany_4-1.png?width=250&height=250&name=ai_made_in_germany_4-1.png "ai_made_in_germany_4-1")

# Easy to start, safe to operate, measurably less stressful.

Quickly productive for customers - **without a **months-long project:

Suitable for:

- High-volume service and support teams (phone, chat, email)
- IT teams that want to reduce the ticket load
- Organizations that need control & traceability
- Teams looking for quickly measurable relief instead of an "AI playground"

## Procedure in practice - in 4 phases.

Each phase delivers tangible results to make decision-making and scaling easy.

### 1. demo & scope

- 30 minutes demo
- Role(s) of the digital specialist (e.g. switchboard, IT first level, appointment service)
- Channels (chat/phone/messenger/email)
- Target systems (ticketing/CRM/telephony/Microsoft 365/ERP etc.)
- Success criteria & KPIs (e.g. lost calls, containment, case closures)

### 2. setup & delivery

- 14 days free of charge
- Pre-trained digital specialist (task structure, persona, roles/rights)
- Knowledgebase initially set up (approved/curated/drawn content)
- Rules for handovers/escalations (human-in-the-loop)
- Test access & start configuration

### 3. test in real operation

- Productive test with real cases
- KPI measurement and quality check (transcripts/logs/reporting)
- Fine-tuning of responses, routing, handovers and system actions

### 4. scaling & operation

- Stable operation and continuous optimization
- Expansion of additional channels (e.g. telephone, e-mail) and integrations
- Monitoring and governance for permanently reliable service quality

Training & knowledge base

# Focus on your content - pre-training provides structure.

We do not rely on "world knowledge", but on controllable sources of knowledge and processes. The customer-specific knowledgebase forms the basis for reliable behavior.

- Pre-training includes:
    - Task packages for each specialist
    - Persona & tonality
    - Dialogue structure/guidance
    - Roles & rights (incl. handovers)
- Customer-specific:
  
    - Knowledgebase structure (curated/drawn content)
    - Optional: training material via recordings (calls/chats)
    - Quality assurance via test cases, transcripts and KPIs

![Main_Page_Hero-scaled-1 (1)](https://heronos.com/hs-fs/hubfs/Main_Page_Hero-scaled-1%20(1).jpeg?width=750&height=519&name=Main_Page_Hero-scaled-1%20(1).jpeg "Main_Page_Hero-scaled-1 (1)")

## Operational safety: controllable, auditable, traceable.

- Roles & rights
- Transcripts for review/quality assurance
- Logs and change logs for traceability
- Human-in-the-loop: clear rules for special cases and escalation
- Staging/production for controlled changes

[Security & Compliance ](https://heronos.com/plattform/security-compliance/?hsLang=en)[EU AI Act (Governance) ](https://heronos.com/eu-ai-act/?hsLang=en)

## Interfaces: from communication to process handling

Integrations decide whether AI only provides information or handles processes. We clarify at an early stage which system actions are required (ticket, status, deadline, documentation).

[To the interfaces](https://heronos.com/interfaces/?hsLang=en)

### Channels: first validate, then scale

- Telephony can start immediately (incl. phone number); telephone system optional later
- Email processing as a role/module with 3 levels (sort/forward/auto-answer)
- Each specialist can work in any channel - behavior remains consistent

### Effort & costs - entry can be planned

- Setup from € 2,500
- From €375/month (incl. 1 user license, chat, 1 phone number, 250 calls/month)
- Graduated prices for call packages
- Integrations/interfaces depending on system scope
- E-mail processing: separate module, 3 levels

## Frequently asked questions

Why not a classic POC?

The relevant test takes place in real operation. You test for 14 days (can be canceled) with real cases and clear KPIs - faster and more meaningful than a laboratory POC.

What does "delivery in 48 hours" mean?

Ready-to-go specialist incl. basic setup (role, knowledgebase start, handovers). Integrations/interfaces are coordinated depending on the scope of the system.

How do you prevent uncontrolled behavior?

Via defined knowledge sources (curated), roles/rights, clear handovers and auditability (transcripts/logs) plus KPI monitoring.

Can we start with one channel and expand later?

Yes, start where it can be validated most quickly and expand to other channels/integrations later.

## Ready to test your first digital specialist?

30-minute demo → Delivery usually within 48 hours. → 14-day free trial (can be canceled).

[Get in touch](https://meetings-eu1.hubspot.com/theodora-wittig/heronos-kennenlernen?uuid=cf16d63c-d9ee-4de2-9365-adee82c31d63)