AI Agents that actually resolve customer requests. Via chat and phone.

Frequently asked questions

What is LoyJoy?

LoyJoy is the platform for Agentic Customer Service and Sales via chat and phone. Our AI Agents resolve customer requests, advise on products and qualify leads. They are not limited to FAQs and can execute defined processes. The platform provides over 100 process modules, no-code configuration for business teams and integrations with SAP, Salesforce and legacy systems. Based on our experience, an initial prototype can be ready in about 15 minutes. Made in Germany, hosted in the EU and equipped with features designed to support requirements under GDPR, DORA, accessibility law and the EU AI Act.

What sets LoyJoy apart from a classic chatbot?

Classic chatbots answer FAQ questions based on fixed decision trees. LoyJoy AI agents act autonomously: they use knowledge from your knowledge base, run processes on their own, talk to your existing systems and resolve customer requests end to end. That means: a request is fully resolved without handover to a staff member, without a ticket, without a callback, without a form. That is the difference between an FAQ platform and an Agentic AI platform.

Can AI Agents also handle phone calls?

Yes. Alongside chat, LoyJoy offers voice AI for inbound and outbound calls. Our Phone Agents are powered by the latest speech-to-speech AI with latency under 500 milliseconds, natural prosody and barge-in. Classic pipeline voicebots built from speech-to-text, LLM and text-to-speech sound mechanical. Phone Agents use the same process modules and integrations as the chat agent.

How does LoyJoy avoid hallucinations?

LoyJoy combines structured processes with generative AI. AI agents respond exclusively based on your defined knowledge sources and data, not based on general training data. Each agent has precise control over which sources it can access. Integrated automated AI testing continuously checks response quality.

Do we need to code to connect APIs?

No. Alongside pre-built integrations such as SAP, Salesforce and HubSpot, LoyJoy offers an API client module that lets you connect any API without programming. SAP, legacy systems and custom interfaces can all be connected via a BPMN workflow, with no developer effort.

How quickly can LoyJoy go live?

Our customers typically achieve first productive use cases within 2 to 4 weeks. A first prototype is often ready in the no-code editor within 15 minutes. Time to go-live mainly depends on the complexity of integrations into your existing systems and the number of processes involved.

How does LoyJoy support us at launch?

Our consulting supports you at every stage: from analysing the right use cases together, to building and launching your first agent, to continuous optimisation. You keep control of your processes and content; we contribute best practices from hundreds of projects, and our team proactively suggests improvements.

How does LoyJoy support compliance requirements?

LoyJoy is hosted exclusively in the EU; data and the AI models operated by LoyJoy remain in the EU. Encryption in transit and at rest and features designed to support requirements under GDPR, the EU AI Act and accessibility law. For regulated use cases, contractual and governance features are available that are geared toward DORA, KWG, VAG and other relevant requirements. DORA-related contract terms with audit rights and reporting are included from the Enterprise plan. The service also uses ISO 27001-certified infrastructure and provides audit logs, roles and permissions and SSO with passkeys. The requirements that apply and whether they are met depend on the specific use case and configuration.

What is MCP and what does it enable?

Model Context Protocol (MCP) is an open standard that lets AI assistants such as Claude, ChatGPT or Gemini access external systems. At LoyJoy every AI agent is also an MCP server. In both directions: external AI assistants reach into your services and processes through your LoyJoy agent (outbound). And your team connects the tenant to Claude or ChatGPT and works with platform data in natural language (inbound), for example for analytics, reports and infographics. MCP access is fully controllable via the role and rights concept. More details on the [MCP platform page](/en/platform/model-context-protocol/).

Can I use LoyJoy from my AI assistant?

Yes. LoyJoy Headless lets you build and edit AI Agents and analyse analytics from Claude Cowork, ChatGPT Work or OpenWork. MCP provides access to approved tools while processes, roles and publishing remain governed in LoyJoy. Included from Professional onwards. [See how LoyJoy works in your AI assistant](/en/platform/headless/).