CompanyNews

‘Hargy‘: Unique AI revolutionising the heating industry

Status: 12.03.2025

Hargassner, a pioneer insustainable biomass heating systems, headquartered in Weng im Innkreis, Upper Austria, has experienced strong growth for years. The increasing volume of customer support requests, time constraints, and multilingual demands called for an entirely new solution. This led to the development of “Hargy”, an artificial intelligence system that will soon be rolled out to Hargassner’s partners and, within a few weeks, also to our end customers.

Beispielhafte Darstellung eines Chats mit dem Hargassner KI Support-Assistenten Hargy auf einem Laptop und einem Handy

Hargassner’s customer support team has faced the challenge of handling highly fluctuating peak inquiries during the heating season while significantly reducing response times. At the same time, support staff needed easy access to knowledge about the growing product range. To meet these demands, Hargassner implemented a ChatGPT-based platform called “Hargy” on the company’s own B2B web portal for installers and heating specialists. This innovation was presented for the first time at this year’s WeBuild energy-saving trade fair in Wels.

AI as a versatile support assistant

Hargassner’s AI efficiently answers inquiries based on existing documentation and service manuals. Thanks to its intuitive user interface, employees can independently obtain information on their specific issues and use cases after a short introduction. Within seconds, dealers can also access precise information on maintenance, installation dimensions, or assembly, which would otherwise need to be looked up in the service manuals.

Illustration of a chat with Hargy, Hargassner's AI support assistant, woman holding a mobile phone, the chat for an error code is displayed on the left

During the testing phase, the Hargassner AI assistant Hargy has already enabled approximately 70-80% of customer inquiries to be answered automatically. Response times have been significantly reduced, which will greatly enhance support efficiency in the future.

Markus Zeilinger | Director Aftersales of Hargassner

Direct access to the company wiki

Another key advantage is the seamless integration with Hargassner’s document management system. As a result, the Heating Technology Guide knowledge base is always up to date, ensuring that customers receive the latest information and solutions.

In the future, Hargy will allow users to quickly and easily familiarize themselves with the entire product range and instantly access updated information. Hargy is not intended to replace the established support from person to person, but rather to be available during off-peak hours or when customer service is experiencing high demand.

Mann telefoniert mit Headset | Hargassner

A new standard in convenience – anywhere, anytime

“The service is available 24/7 and, in all languages, which is a huge advantage, especially for international customers,” says Zeilinger. “Additionally, it has significantly reduced the training effort required for new support staff.” In the short term, Hargassner plans to integrate this AI solution into its customer smartphone app, enabling even non-experts to find competent solutions and answers independently – for instance, when their trusted service provider or partner is unavailable.

In the future, Hargy will be expanded to other areas, including boiler display integration. The goal is to further enhance usability and flexibility, ultimately increasing customer satisfaction.

A small insight