InfoTech Thought Leader Interview: How LoyJoy is transforming customer interaction with conversational AI

Our CEO and co-founder Ulf Loetschert was recently a guest on the InfoTech Thought Leader Interview. In conversation with analysts Thomas Randall and Boris Lamb, he explained how companies can make their digital customer interactions more successful and why traditional web forms are becoming increasingly irrelevant.

The InfoTech Research Group is one of the leading IT analyst firms. The company supports IT managers and executives in making informed technology decisions by providing data-driven market research, analyses and strategic insights.

If you missed the interview, you can find a summary of the key takeaways here.

The name says it all: Greater loyalty through a positive customer journey

The internet has developed rapidly since the late 1990s. When it comes to customer interaction, however, it has remained surprisingly static in many respects. Anyone who has a question or wishes to enquire about a product usually still has to work their way through numerous form fields. With attention spans dwindling in our digital daily lives, customers often abandon the process as a result.

At LoyJoy, our aim is to bring natural conversation into digital communication. Our name is deliberately a combination of ‘Loyalty’ and ‘Joy’. We firmly believe that offering your customers a straightforward and pleasant interaction strengthens customer loyalty and builds trust in your brand.

Measurable results: Higher conversion rates and reduced workload in customer service

Our clients’ concrete figures demonstrate that this dialogue-based approach works in practice. LoyJoy is now used across departments in marketing, sales and customer service. The results clearly demonstrate the benefits:

• A threefold increase in the conversion rate: Many of our customers are seeing significant growth in lead generation by switching from traditional forms to an interactive guided selling approach.
• 70 per cent reduction in customer service traffic: For the major German streaming provider RTL+, which has millions of customers, for example, the LoyJoy chatbot acts as the central first point of contact. The result in the first year was a reduction of over 70 per cent in incoming enquiries to the service team.

From consumer brands to banks and B2B

What began with major consumer brands and DAX-listed companies such as Beiersdorf and Deutsche Telekom is now being applied in other sectors as well. LoyJoy is currently experiencing particularly strong growth in the finance and insurance sectors. Companies in these sectors are using the platform specifically for conversational chatbots that go beyond simple questions and answers and make the customer journey more interactive. Furthermore, the B2B market is currently our fastest-growing segment.

Reliability and GDPR compliance as standard

IT security is a key factor, particularly for banks, insurance companies and corporate groups. As LoyJoy was founded in 2018 – the year the GDPR came into force – data protection is firmly embedded in the system. All data is encrypted and stored exclusively in Europe.

Our platform utilises advanced RAG technology (Retrieval Augmented Generation). This means that the integrated language models, such as GPT-4 or Llama, respond solely on the basis of documents provided by the company. This reliably prevents incorrect information. Furthermore, we operate according to the principle of data minimisation: companies can completely disable our internal database, so that leads are forwarded in real time, in encrypted form, to their own CRM system, such as Salesforce or HubSpot.

No-code and omnichannel for flexible use

Another key aspect is the platform’s ease of use. LoyJoy is a purely no-code system, developed specifically for business teams. A chatflow is built once and can then be deployed via a JavaScript element or an API on websites, in apps and on channels such as WhatsApp, Instagram, Facebook or TikTok.

There are over 100 ready-made process modules available, for example for integrating with Salesforce and HubSpot, for creating PDF documents or for NPS surveys. These modules can be easily inserted into the desired workflow using drag-and-drop.

Outlook: Creating chatbots via text input

Technological development is advancing rapidly. In the interview, Ulf Loetschert also gave an outlook on the coming months at LoyJoy. The focus here is on the automated creation of chat flows.

In future, teams will no longer need to arrange dialogue boxes manually. A simple text prompt such as ‘Create a friendly chatbot for an insurance company that collects address details’ will suffice. Within seconds, the system will generate the first complete draft, which you can then finalise. This will further accelerate the adoption of conversational AI.

Try it for yourself now

Artificial intelligence has now become a practical tool for improving customer relationships. The key lies in how it is integrated into the overall customer journey.

Would you like to see how LoyJoy can improve interactions and processes within your organisation? We warmly invite you to join us in exploring the options available to you.

Here you can book an appointment straight away for your 30-minute personalised potential analysis.

You can find the full video interview by the InfoTech Research Group with Ulf Loetschert directly on our YouTube channel.

— by Laura Knittel