How Enterprise Brands Use Our AI Agent Platform

About the Company

Paul Hartmann AG is one of Europe’s leading healthcare companies. With over 200 years of experience, Hartmann stands for reliable products in the areas of wound care, disinfection and incontinence management.

Paul Hartmann AG at a Glance

• Industry: Medical and care products
• Turnover fiscal year 2025: € 2.45 billion
• Number of employees: around 11,000 in over 100 countries
• Headquarters: Heidenheim an der Brenz, Germany
• Target groups: Medical professionals, clinics, pharmacies, end consumers

Key Facts about the Project

• 98% correct answers for technically demanding content
• 24/7 availability in a highly regulated market environment
• In-house data maintenance and quality assurance
• Complex system integration, including a connection to SharePoint and more
• Fast rollout: from concept to go-live in just a few months
• 2026 update: avatar Eva now runs on D-ID’s latest generation, V4

Initial Situation

As a leading company in healthcare, Paul Hartmann AG faced the challenge of making complex medical information more accessible and understandable. The goal was to optimally reach different target groups, from medical professionals to end consumers.

Central challenges:

• Convey complex medical specialist information in an understandable way
• Address different target groups with appropriate content
• Ensure 24/7 availability of expert knowledge
• Maintain high quality standards in a regulated environment
• Enable multimodal communication via text and speech

The Project

Solution Concept

Hartmann developed two specialized AI agents together with LoyJoy, each optimized for different use cases. The special feature: both systems work multimodally and can communicate via both text and speech.

The two AI agents:

1. Eva, wound management expert for end consumers

Eva was specifically developed for advising end consumers on wound care and care products. She understands text and voice input and responds in chat as well as via a live avatar.

Functions:

• Product consultation and recommendations
• Education about wound care
• Application instructions for care products
• Multimodal communication via text and speech

2. Zoë, specialist advisor for medical personnel

Zoë supports medical professionals on LINK, Hartmann’s medical and scientific knowledge platform, with scientifically founded information and training content.

Functions:

• Access to medical specialist information
• Linking to relevant studies and training
• Product knowledge for professionals
• Integration into the LINK knowledge platform

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2026 update: Eva now runs on D-ID Avatar V4

Eva’s live avatar has been upgraded to D-ID’s latest generation, V4. Facial expressions, speech flow and response speed feel noticeably more natural, an important step for a product where trust and clarity on medical topics matter most. Eva gives live advice on products from Hartmann’s wound care range.

The same avatar technology is available as a ready-to-use LoyJoy template: Live Avatar D-ID template. It lets anyone set up their own live-avatar chat in minutes, with no coding required.

Technical Implementation

Data Sovereignty and Compliance:

• Complete data sovereignty at Hartmann
• Integration into existing IT systems such as SharePoint, OneDrive, PIM and TeamCenter
• Hosting in Hartmann’s own Azure cloud
• Automatic updating and preprocessing of content
• GDPR-compliant data processing

System Integration:

• Seamless connection to existing knowledge sources
• Automated data synchronization
• Structured content preparation
• Quality assurance by internal subject matter experts

The LoyJoy Solution

Answer Quality Increased to 98%

To meet the high quality requirements in healthcare, the data base was systematically optimized.

Optimization process:

1. Narrowing down relevant content, focus on quality-checked information
2. Contextual enrichment, structuring for better AI processing
3. Iterative improvement, continuous adjustment based on user feedback
4. Quality control, regular review of answer quality

The result:

• ✅ 98% correct answers for technically demanding content
• ✅ Current, verified information
• ✅ No data sharing with third parties
• ✅ Seamless integration into existing IT systems
• ✅ 24/7 availability of expert knowledge

Multimodal Communication

A special highlight of the Hartmann solution is multimodal communication:

Text-based communication:

• Precise written answers
• Linking to further information
• Structured presentation of complex content

Speech-based communication:

• Natural speech output
• Barrier-free operation
• Emotional and empathetic communication

Results & Impact

Quantitative Successes

• 98% answer accuracy for medical specialist information
• 24/7 availability without additional personnel costs
• Significant relief for the customer service team
• High user acceptance among both target groups

Qualitative Improvements

• Better accessibility of medical information
• Consistent consultation quality independent of time of day
• Personalized approach depending on target group
• Innovative positioning as a digital pioneer in healthcare

Testimonial

“With LoyJoy, we have managed to make complex medical information accessible in a completely new way. Our AI agents Eva and Zoë are not just a technical innovation, but real assistants for our customers and partners.”

Tamás Balog, Head of Digital Innovation, Paul Hartmann AG

What’s next?

Paul Hartmann AG plans the continuous further development of its AI agents:

Short-term goals:

• Expansion of the knowledge base to include additional product categories
• Integration of additional languages for international markets
• Optimization of multimodal functions

Long-term vision:

• Development of specialized agents for other specialist areas
• Integration of augmented reality for product demonstrations
• Building a comprehensive digital health ecosystem

Paul Hartmann AG positions itself as a pioneer for AI-supported health communication, setting new standards for digital transformation in the healthcare sector.

Business Goals

CJD is one of Germany’s largest education and social-service organizations, and for over 75 years it has supported people on their path to a self-determined life, spanning education, integration and individual support. The website reflects that breadth: educational programs, social services, open positions, donation options and information for very different audiences all sit side by side.

The goal of the project was an AI chat for the entire CJD website that quickly guides visitors to the right place, whatever their concern. A key requirement was integrating job search directly into the chat, so interested candidates can find open positions without clicking through the job board themselves.

Results

The AI assistant appears as a chat bubble across the whole website and introduces itself transparently at the start: it explains that it answers with AI support, that some answers are AI-generated, and asks visitors not to share personal data in the chat, pointing to further information on how it works and on data protection.

Through six clearly labeled entry points, including “Join the Team”, “CJD’s Offerings”, “Topics at CJD” and “Donate”, every audience immediately finds a fitting starting point without having to search the website’s menu structure.

The concrete value shows up in job search: asked about open positions for social workers, the assistant names current matching listings with a direct link and points to the job board, where the desired location can also be entered. Interested candidates reach the right position directly in the chat instead of clicking through the job board themselves.

For CJD, this creates a central digital guide that combines website navigation, information about its own offerings and job search in a single chat.

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Startseite cjd.de

Das CJD, eines der größten Bildungs- und Sozialunternehmen Deutschlands, bietet als Chancengeber Zukunftsperspektiven in Jugendhilfe, Bildung und

Business Goals

La Biosthétique stands for premium hair and skin care under the motto “The Culture of Beauty” and has traditionally been sold through trained partner salons. That personal advisory quality was meant to carry over to the brand’s own online shop.

The goal of the project was an AI product advisor on the LoyJoy platform that guides customers individually, right inside the shop, in service of three objectives: sales uplift, cross-selling and up-selling. Instead of selling only the single product a customer searched for, the advisor was meant to surface matching routines and grow basket value.

The challenge: hair care, skin care, styling and coloration each follow completely different advisory logic. A single, generic conversation flow would satisfy neither the brand’s professional standards nor customers’ actual needs.

Results

The AI product advisor is available via a chat button directly on the shop’s product pages, exactly where purchase decisions are made. Once started, the agent greets visitors personally and proactively offers a self-test, answers on products and application, newsletter sign-up, and a salon finder for a professional in-person diagnosis.

At the core of the solution are several separate consultation templates, for example for styling, skin care and coloration. Depending on the topic, the agent runs the matching diagnosis and asks exactly the questions relevant to that area.

From the answers, the agent assembles an individual routine and recommends it directly in the chat, including product image, description and price. That means it doesn’t stop at the one product a customer searched for: complementary products for a complete routine (cross-selling) and higher-value alternatives (up-selling) surface in the same conversation.

For La Biosthétique, this creates a digital sales advisor that brings the brand’s professional depth online and guides customers toward more relevant, more complete purchases.

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| La Biosthetique labiosthetique.de

Exklusive Haar- und Hautkosmetik von La Biosthétique Paris. Probiere die hochwirksamen Produkte und genieße die perfekte Pflege.

LVM Versicherung is one of Germany’s largest comprehensive insurers. With over 2,100 local branches, the company combines personalised advice on the ground with digital contact options. To better reach younger target groups, the process of accessing advice needed to be made significantly easier and more digital.

In collaboration with LoyJoy, a chatbot was developed that engages prospective customers in a light-hearted way, reduces barriers to engagement and directs qualified leads to the most suitable LVM agencies.

Objectives: Reaching younger target groups with a low barrier to entry

Younger people, in particular, rarely engage actively with insurance. Traditional premium calculators or lengthy forms can quickly seem complex and often lead to users abandoning the process. At the same time, users expect a straightforward, mobile and instantly available interaction.

For the ‘Young Customers Campaign’, LVM was therefore looking for an approach that combined three objectives: generating awareness, encouraging interaction and generating qualified leads for local agencies.

The solution was deliberately designed to be simple: a chatbot that engages users in a casual conversation rather than guiding them through lengthy questionnaires. At the same time, the process had to reliably feed into the existing sales structure. After all, personal advice from LVM’s trusted advisors remains a central component of the business model.

What was needed, therefore, was a scalable form of customer service automation that combines playful interaction, lead generation and local sales management.

Results: From the chat straight to the right contact person

On the LoyJoy platform, an AI assistant was developed that deliberately makes the initial interaction light-hearted and humorous. Instead of complex questions, the chat begins with four playful response options that tap into the different moods of young users, ranging from curious to ‘really not in the mood’.

This approach significantly lowers the barrier to entry and increases the interaction rate. Even seemingly dismissive replies keep the conversation going and maintain user engagement.

The actual process remains deliberately minimalist:

• Sole data input: the postcode
• Automatic matching to suitable LVM agencies
• Selection via a mobile map carousel
• Direct deep link to book an appointment

The chatbot thus acts as a digital gateway to the advisory service. Routine interactions are handled automatically by the AI agent, whilst personal advice continues to be provided by the local LVM agencies.

In this way, LVM combines digital lead generation with its extensive agency network and positions itself among young customers as an accessible, modern insurance brand.

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Objectives: Navigating a complex healthcare landscape

Ottobock is one of the world’s leading medical technology companies. Through its range of prostheses, orthoses and exoskeletons, the company develops solutions that enable people to enjoy greater mobility and independence. However, it is often difficult for patients, their families and healthcare professionals to navigate the extensive range of products and services.

Several digital assistants were already supporting users on the website, including a prosthesis advisor, an expert search function, a help chat for healthcare professionals and a job navigator. Each of these chatbots fulfilled clearly defined tasks. In practice, however, users often begin their search with open-ended questions that cannot be clearly assigned to a single service.

Ottobock therefore wanted to create a central digital entry point that understands free-text queries and directs users straight to the appropriate service. The aim was scalable customer service automation that:

• provides clear answers to sensitive questions about amputation and prosthetics
• presents suitable prosthetic solutions in a structured manner
• quickly connects users with qualified specialist retailers and experts

In collaboration with LoyJoy, the existing chatbot system has therefore been further developed into a networked Agentic AI system.

Results: Networked AI agents lead users to the right source of information

On the LoyJoy platform, several specialised AI agents now operate as an integrated system. The central AI assistant analyses the free-text query in the dialogue and automatically directs users to the appropriate specialist agent.

If, for example, a user expresses a specific need for care, they are directed straight to the prosthesis finder. If someone is specifically looking for local support, the agent takes over the search for experts and guides them in a structured manner to the appropriate specialist advice.

Specific results:

• Context-based routing between several specialised chatbots
• Faster navigation through the complex range of prosthetics and services
• Direct access to local experts via map and deep links

The Agentic AI approach combines information retrieval, advice and service in a seamless dialogue. The AI assistant answers routine questions immediately, whilst complex enquiries can be referred directly to human experts.

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Goals: Make Complex Career Options Easy to Navigate

Ottobock develops advanced prosthetics, orthotics and mobility technologies used worldwide. As the company continues to grow, so does the range of professional roles—from engineering and IT to manufacturing and technical services.

For many potential applicants, navigating these opportunities can be difficult. Job portals typically list dozens of positions, while candidates often lack clarity about which roles best match their interests, strengths, and educational background. As a result, promising candidates may abandon the process or apply to unsuitable positions.

Ottobock wanted to make career discovery easier and more engaging while reducing friction in the recruiting funnel. The goal was to guide candidates interactively through the available job families, identify relevant qualifications, and quickly connect them with the right opportunities.

Together with LoyJoy, the company introduced a conversational AI assistant that helps applicants navigate the job landscape step by step. The chatbot approach allows Ottobock to translate complex job structures into a simple, guided experience that works on any device.

Results: Guided Matching Between Candidates and Jobs

The AI-powered chatbot acts as a digital job navigator. Through a structured conversation, it identifies interests, preferred activities, and educational background to match users with relevant open positions.

Using the LoyJoy platform, Ottobock connected the assistant to its job listings and created dialog flows that guide candidates through a clear discovery process.

Key outcomes include:

• Interactive matching of interests, personality traits, and qualifications
• Direct linking from the chatbot to relevant job postings
• Faster discovery of suitable apprenticeships and entry-level roles
• Reduced drop-offs in the application journey

The AI agent handles the initial orientation and filtering, while the formal recruiting process continues in Ottobock’s application portal. This intelligent split ensures that candidates reach the right opportunity faster and recruiting teams receive more relevant applications.

The project shows how conversational interfaces can simplify complex career structures and support scalable recruiting processes.

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Goals: Structuring digital first contacts at scale

As a global multi-line insurer, Zurich serves customers and partners in more than 200 countries. This global reach comes with increasing expectations for fast and reliable digital communication. Prospects expect immediate answers while potential partnerships must be evaluated and qualified efficiently.

For the Zurich team, this created a central challenge: how can incoming partner requests, product inquiries, and general service questions be captured and structured without adding pressure to service and sales teams?

The goal was to introduce a scalable approach that could:

• systematically pre-qualify potential partners
• provide digital product information for insurance offerings
• capture leads directly within the chat interface
• guide users reliably to the right contact point or portal

With the Zurich Edge Chatbot, implemented on the platform by LoyJoy, Zurich aimed to establish a scalable layer of customer service automation. The objective was a structured digital interface that captures requests and automates the first steps of the interaction.

Results: AI agent qualifies leads and structures requests

Today, the Zurich Edge AI assistant acts as a central digital entry point for partners, customers, and applicants. The chatbot guides users through structured conversations while collecting relevant information for follow-up processes.

During partner onboarding, the AI agent gathers key data such as industry, company size, and partnership interest. This information, together with contact details, is automatically forwarded to the responsible partnerships team.

Product inquiries about travel or motor insurance are also handled through automated dialogues. The agent differentiates between business partners and individual customers and provides the appropriate links or next steps.

Key outcomes include:

• structured pre-qualification of potential partners
• automated lead capture within the chat interface
• faster response times for service and sales teams
• clear user guidance to career pages, product information, or personal contact

By combining chatbot interactions with Agentic AI and integrated process automation, Zurich established a digital front door that structures requests efficiently and supports teams with qualified incoming inquiries.

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The Stadtwerke Velbert are a central regional provider for energy, water and fiber‑optic internet. Together with the LoyJoy platform, the company introduced the digital assistant “Veli” to handle customer inquiries faster and more efficiently.

Goals: Making digital customer service scalable and accessible

As a regional infrastructure provider, Stadtwerke Velbert serves a large number of citizens and businesses. This results in high volumes of inquiries about energy supply, meter readings, tariffs, or fiber connections. Customers increasingly expect immediate answers directly on the website, independent of service hours.

At the same time, service processes must remain efficient. Traditional channels such as phone or email quickly lead to waiting times and overloaded teams when request volumes rise. The goal was therefore to implement customer service automation that resolves common inquiries instantly while integrating smoothly into existing processes.

The company needed an AI assistant that could:

• answer questions about all services reliably
• guide customers directly to relevant online services
• enable digital appointment booking
• prepare complex inquiries for service teams

The solution was implemented as a chatbot powered by Agentic AI, acting as the central entry point for customer interaction on the website.

Results: Structured assistance in chat and relieved service teams

With the digital assistant “Veli”, Stadtwerke Velbert created a central interface for customer service. The AI agent accesses a comprehensive knowledge base and answers questions about energy, water, fiber services and public facilities directly within the chat.

A key element is the connection to existing digital services. The chatbot guides users via deep links directly to relevant processes, such as submitting meter readings in the customer portal or accessing detailed information pages.

In addition, the AI assistant supports operational service workflows:

• appointment booking for personal consultations via Microsoft Bookings integration
• structured callback requests including topic and contact details
• guided navigation to relevant self‑service areas

Routine inquiries are handled immediately by the chatbot, while more complex cases are prepared and forwarded to employees. This creates a clear division of work between AI and human service teams.

For Stadtwerke Velbert, this means better structured requests, reduced workload for employees and customer service that remains accessible around the clock.

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The skincare brand Eucerin develops dermo-cosmetic products based on extensive medical research. As demand for product testing grew, the question arose of how interested individuals could easily participate without having to fill out complex forms or requiring significant manual effort from the marketing and service teams.

Goals: Recruit product testers efficiently and user-friendly

Product testing is a crucial part of product development for Eucerin. It provides valuable insights into application, skin tolerance, and customer expectations. At the same time, such programs must be easily accessible to reach as many suitable participants as possible.

The challenge: Traditional registration forms often lead to dropouts, while marketing teams simultaneously need structured data and qualified feedback. Additionally, the process needed to be scalable to handle a surge of interested participants during short-term campaigns.

In collaboration with LoyJoy, Eucerin therefore implemented an AI assistant that guides interested participants step-by-step through the registration process. The AI agent collects relevant personal data, explains the product testing process, and ensures clear, intuitive user guidance.

Results: More sign-ups and valuable product insights

The AI agent fully automates registration for product testing through a dialogue-based process. Interested parties are guided through short questions and can easily apply to be a tester for the Eucerin Dermopure Clinical Set.

The Agentic AI platform handles routine tasks, allowing marketing and product teams to focus on analysis and further development.

• Simplified registration for product testers via chat
• Higher conversion rate through clear user guidance
• Structured database for product feedback
• Scalable campaigns without additional manual effort

Participants benefit from exclusive product tests, while Eucerin continuously collects valuable feedback. The AI agent thus becomes a central component of digital customer interaction, from lead generation to product improvement.

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Montanhydraulik GmbH develops and manufactures hydraulic cylinders and complex hydraulic systems worldwide for demanding applications such as mobile cranes, mining, and water management. In these industries, machine availability and rapid spare parts supply are critical. At the same time, service departments receive numerous inquiries every day, often with incomplete information.

Goals: Capture spare part inquiries faster and more accurately

For operators of complex machinery, quickly identifying the right spare part is often difficult. Different model variants, custom project solutions, and missing documentation mean that service inquiries must be clarified multiple times.

For Montanhydraulik, this meant:

• High volume of manual coordination in the service department
• Delayed quote generation
• Unnecessary follow-up inquiries due to incomplete information

The company sought a digital solution that would guide customers through the process in a structured manner while ensuring that all relevant technical information was available. The goal was scalable customer service automation that is available around the clock and qualifies spare parts inquiries right from the initial contact.

To achieve this, a specialized AI agent for repairs and service was integrated into the LoyJoy platform.

Results: Structured spare parts inquiries and faster response times

The AI assistant serves as the first point of digital contact for spare parts inquiries. Through a guided dialogue, the chatbot helps customers clearly identify hydraulic components and submit all relevant data in a structured format.

The solution combines Agentic AI, dialogue logic, and process automation. Customers can enter technical information and, if necessary, upload documents or PDF files to clarify their inquiry.

Results of the solution:

• Structured spare parts inquiries right from the initial contact
• Significantly reduced follow-up inquiries in the service department
• A digital service channel available 24/7
• Faster forwarding of qualified inquiries to service experts

The AI agent captures all information and forwards the inquiry directly to the responsible service team. Routine inquiries are handled automatically, while complex technical consultations continue to be handled by specialists.

This creates an efficient division of labor between the AI assistant and the service team, enabling customers to receive quotes for needed spare parts more quickly.

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Goals: Easy access to insurance data without paperwork

R+V Versicherung is one of Germany’s largest insurers, serving millions of customers with a broad portfolio of insurance products. As expectations for digital services continue to rise, customers increasingly expect fast and simple access to their insurance information—without paperwork or long processing times.

Applying for a digital insurance card highlighted a common challenge in modern customer service processes. Requests had to be captured in a structured way, verified internally, and then handled by service teams. At the same time, customers expected a straightforward and transparent experience via digital channels.

The goal was to simplify the application process for the digital insurance card, guide customers step by step, and reduce the workload on service teams. The process needed to be available at any time, clearly structured, and scalable without increasing manual effort.

Together with LoyJoy, R+V implemented a digital AI assistant: Emmie. Acting as a chatbot and AI assistant, Emmie guides customers through the application process and ensures that all relevant information is captured correctly.

Results: Structured requests and more efficient service processes

Using the LoyJoy platform, the application process for the digital insurance card became significantly simpler. The AI agent Emmie guides customers through a conversational flow, answers questions, and collects all required information in a structured format.

This creates a clear division of work between automation and human service: the chatbot handles the structured intake of requests, while the R+V service team provides the final digital insurance card to the customer.

Customer service automation delivers several benefits:

• simplified application process for customers
• higher conversion rates for digital card requests
• lower processing costs in service
• faster and more transparent workflows

Customers are able to order their insurance card very quick, while internal processes become more efficient. At the same time, the AI assistant strengthens customer relationships and creates a scalable foundation for further automated service processes powered by Agentic AI.

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The Vaillant Group is one of the world’s leading companies in heating, ventilation, and air conditioning technology. With an increasing focus on heat pumps, energy-efficient systems, and government incentive programs, the demand for information from customers, installation partners, and prospective clients is also growing.

Many users visit the website looking for specific answers: technical details, maintenance instructions, subsidy options, or help with error messages. Traditional navigation and static FAQ pages are often insufficient for this purpose. What users are looking for is fast, precise, and always-available support.

Using the platform from LoyJoy, an AI assistant was therefore developed to serve as the central knowledge hub on the website.

Goals: Quickly answer complex product and service questions

As an international provider of complex heating systems, Vaillant faces a typical challenge of modern customer communication: users expect immediate answers, whether regarding product comparisons, subsidy programs, or technical issues.

The project’s objectives were clear:

• Enable quick access to technical knowledge
• Digitally pre-qualify service requests
• Guide customers to solutions on their own
• Reduce the workload on support teams for recurring questions

To achieve this, an AI agent was developed that understands natural language, draws on content from various knowledge sources, and guides users directly to relevant information or processes.

Results: AI Assistant Connects Knowledge, Processes, and Service

The implemented chatbot functions as an interactive knowledge assistant. Using a free-text search, visitors can ask technical questions, describe error messages, or retrieve information about products and promotions.

Agentic AI recognizes user intent and provides relevant content from the knowledge base, product pages, and FAQs. At the same time, users are guided directly through service processes.

Typical functions of the AI assistant:

• Deep links to product pages, documentation, and download areas
• Support for maintenance and care questions
• Assistance with error codes and technical symptoms
• Redirection to contact forms or appointment booking

As a result, many issues are resolved directly in the chat. Complex cases are forwarded to customer service with the necessary information already prepared.

For Vaillant, this creates a scalable form of customer service automation: routine questions are answered immediately, while service teams have more time for personalized support.

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Goals: Making Technical Expertise More Accessible

As the global market leader in machine tools and laser technology, TRUMPF provides its customers with extensive technical knowledge on products, applications, and industrial manufacturing processes. For users, however, this often means a lot of content, a lot of documents, and a corresponding time investment in research.

Especially when it comes to complex machines, technical specifications, or application questions, customers today expect quick and precise answers. However, traditional website searches often only provide lists of links. Users must identify the relevant information themselves and search through multiple pages.

After introducing the AI assistant “Ask TRUMPF”, the company aimed to further improve the digital customer journey. The objective was a smarter search experience that does more than retrieve information — it should help users quickly understand it.

Together with LoyJoy, a solution was therefore developed that integrates Agentic AI directly into the website search. The AI analyzes relevant content, prioritizes information, and presents it in a concise summary.

Results: Faster Orientation Through AI-Powered Summaries

The new AI Summary adds an intelligent layer to TRUMPF’s existing search function. Instead of simply listing search results, the AI agent automatically generates a structured summary of the most relevant content.

The AI assistant analyzes multiple sources simultaneously—such as product pages, technical information, or application descriptions—and presents the key points in an easy-to-understand format. This gives users immediate context before they delve deeper into specific content.

The implementation on the LoyJoy platform combines chatbot technology, knowledge integration, and Agentic AI to create a new search experience.

The benefits are particularly evident with complex topics:

• Faster information retrieval for technical questions
• Significantly reduced research time for customers and prospects
• Improved navigation through extensive product and knowledge content

With the combination of AI agent, chatbot, and intelligent search, TRUMPF is consistently advancing its digital customer interface and enabling more efficient knowledge utilization for customers worldwide.

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Goals: Barrier-Free Digital Banking Services

The Evangelische Bank operates in a highly regulated environment with strict requirements for security, service quality, and accessibility. Customers expect quick, accurate answers, ranging from product inquiries to issues with online banking.

At the same time, the volume of service inquiries is rising, particularly regarding login processes, VR-NetKey requests, or PIN-related issues. Traditional FAQ pages or simple chatbots were unable to resolve these issues conclusively or in a user-friendly manner.

The goal was therefore to create a central, AI-based interface on the website: an AI agent that understands natural language, automatically initiates processes, and complies with the legal requirements of the Accessibility Enhancement Act (BFSG). Seamless integration into the accessible CMS from Atruvia was essential.

Results: Agentic AI as the Central Customer Interface

With “Lila,” Evangelische Bank implemented an AI assistant based on the LoyJoy platform directly on the homepage. The AI agent processes free-text queries in real time, accesses a comprehensive knowledge base, and automatically triggers integrated banking processes.

Achieved Benefits:

• Automated support for online banking and security issues (VR-NetKey, PIN)
• Intelligent routing to the appropriate advisors for complex cases
• Integrated feedback management for continuous optimization
• Full BFSG-compliant accessibility within the Atruvia ecosystem

Agentic AI immediately handles routine and self-service processes, while consultation-intensive issues are specifically handed over to employees. This results in efficient customer service automation with a clear division of labor between the AI assistant and humans—scalable, accessible, and future-proof.

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Objectives: Providing guidance within a complex product portfolio

As an international manufacturer, SCHOTT Pharma offers a wide range of primary packaging materials, from syringes and cartridges to vials and ampoules. This diversity creates a high demand for information among customers in highly regulated markets. They expect quick, precise answers and clear guidance to the right solution.

Traditional navigation and static product pages were not sufficient for this. The goal was to establish an intelligent digital interface that bundles product research, trending topics, and solutions and is available around the clock. At the same time, the solution needed to be internationally scalable, support multiple languages, and contribute to lead generation and customer retention.

Results: Systematic AI-powered product expertise

Based on the LoyJoy platform, a specialized AI assistant was integrated directly into the product pages. The Agentic AI-based chatbot acts as a central product expert and directs users to relevant subpages as well as “Trends & Solutions” content.

Key benefits:

• Guided navigation through the entire portfolio via chatbot
• Direct links to detail pages for faster decision-making
• Integrated newsletter sign-up and feedback function
• Bilingual launch (DE/EN) with planned expansion to additional languages

The AI agent handles standardized inquiries and provides immediate guidance. Complex issues are forwarded to specialist contacts as needed. This creates scalable customer service automation that sustainably enhances user experience, lead generation, and process automation.

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Goals: Scaling Technical Precision Digitally

As an international technology group, SCHOTT serves demanding industries with complex products. With ZERODUR®, SCHOTT offers a glass-ceramic with virtually zero thermal expansion, used in astronomy, semiconductor manufacturing, and EUV lithography.

Engineers and technical planners require specific data on material properties such as the coefficient of thermal expansion (CTE), chemical resistance, or mechanical stability. At the same time, they expect immediate access to data sheets, certificates, and white papers, as well as the ability to submit project-specific inquiries directly online.

Traditional navigation could not capture this level of depth. The goal was therefore to automate the customer interface using Agentic AI, answer complex technical questions around the clock, and efficiently capture structured project inquiries without tying up additional internal resources.

Results: AI agent as a digital knowledge archive

Based on the LoyJoy Agentic AI Platform, a specialized AI assistant was integrated directly into the ZERODUR® product page. The AI agent acts as a technical expert and interactive knowledge archive.

It enables:

• Immediate answers to complex technical questions
• References to scientific literature
• Direct links to technical documents
• Structured capture of project and quote requests

The AI assistant handles routine inquiries to resolution, while complex details are specifically handed over to human experts. This creates an efficient division of labor between AI and the technical team.

The result is scalable customer service automation, faster response times, and a future-proof, digital customer interface for high-precision applications.

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About 1. FC Köln

1. FC Köln is a traditional Bundesliga club and one of the largest member-based football clubs in Germany. Match days, memberships, ticketing, and merchandising generate an enormous, highly variable inquiry volume. With AI Agent Hennes, named after the club’s iconic billy goat mascot, the FC has fundamentally automated its digital fan service.

Key Project Facts

• 70% less email volume in customer service through the AI agent
• 40% less call volume in the service center
• 24/7 availability for fans, even on match days and during kit releases
• Two channels: web (fc.de) and native app (iPhone and Android)
• Brand-appropriate tone through the Hennes persona

Initial Situation

As a Bundesliga club with a large and loyal fan base, 1. FC Köln faces high inquiry volumes across memberships, ticketing, and merchandising. Fans today expect immediate, reliable answers around the clock, especially on match days or during kit releases.

Internally, traditional service processes were reaching their limits. Complex topic trees, recurring standard questions, and seasonal peaks put the customer service team under heavy load. At the same time, the club’s personal, brand-appropriate communication had to be preserved.

The goal: automate the customer interface with Agentic AI in a structured way, without losing quality or transparency. Website content, internal knowledge sources, and shop information had to be integrated and made usable in a case-closing manner.

The LoyJoy Solution: AI Agent Hennes

Together with LoyJoy, AI Agent “Hennes” was implemented as the central digital touchpoint. He answers fan inquiries in real time and combines free-text with clickable menu options.

Hennes plays four roles in the dialogue:

• Membership advisor on benefits, membership status, and fee questions
• Stadium guide on ticket phases, directions, and stadium rules
• Shopping assistant with direct links to the online shop
• FC expert with brand-appropriate tone and insider knowledge on everything around the club

The AI agent accesses the club’s knowledge base and fc.de content and resolves most inquiries in a case-closing way. For complex matters, he routes requests to human service or the WhatsApp channel.

Native App Integration: Hennes on iPhone and Android

Hennes is no longer available only on fc.de. He is now integrated directly into the 1. FC Köln native app for iPhone and Android. Fans reach him via the service section of the app and use the AI agent for all topics: fan shop, tickets, events, members & fans, squad, and stadium experience.

Results

• 70% less email volume in service thanks to case-closing resolution by the AI agent
• 40% less call volume in the service center
• 24/7 availability without hiring additional staff, even on match days and weekends
• Stronger fan loyalty through brand-appropriate, immediately available answers
• Measurable leads via ticket and shop links inside the dialogue
• Scalable process automation as the foundation for further use cases

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Goals: Guiding customers safely through complex product worlds

As an international manufacturer, SCHOTT KIMAX offers a comprehensive portfolio of corrosion-resistant glass drainage systems. Engineers, specialist planners, and distributors rely on precise technical specifications and exact component numbers. At the same time, customers today expect immediate information and fast local procurement options.

The challenge: Complex tables, diverse product variants, and different part sizes made identifying the right components time-consuming. Finding the right sales partner also required manual effort. Traditional FAQ pages or simple chatbots were unable to meet these requirements. Customer service was additionally burdened by recurring inquiries.

The goal was therefore to achieve scalable customer service automation: an AI agent that enables structured product searches, performs database queries in real time, and provides round-the-clock support as a digital assistant.

Results: Case-closing process automation in chat

Based on the LoyJoy platform, a specialized AI assistant was implemented that combines structured dialogue with automated database queries.

Today, the AI agent handles:

• Real-time localization of distributors by zip code
• Guided determination of the correct component number
• Answering technical questions via an interactive knowledge database
• Direct newsletter registration in dialogue
• A feedback function in the chat to enhance the user experience

The AI agent not only answers questions, but also resolves issues completely. From product selection to establishing contact. Standard inquiries are processed automatically, while complex cases are forwarded internally as needed.

SCHOTT KIMAX benefits from clearly structured process automation, reduced workload for teams, and a future-proof digital customer interface for engineers and specialist partners.

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Goals: Transforming Static Content Into Interactive Experiences

Belonio operates its Journal as a central knowledge hub for complex tax and business management topics. The challenge: Expert articles often contain specialized terminology and intricate details where readers require immediate clarification without interrupting their reading flow. Simultaneously, the demand for efficient information delivery at consistent quality levels continues to grow. The company sought a solution to transform static blog articles into a dialog-based knowledge space that supports readers directly within the context when needed. The objective was to facilitate information consumption, explain technical terms instantly, and intelligently recommend relevant whitepapers and additional content, available 24/7 without placing additional burden on the expert team.

Results: Intelligent Assistance Directly Within the Reading Context

With Bea, the AI assistant implemented on the LoyJoy platform, Belonio guides its readers as a competent partner by their side. Bea offers three core functions: article summaries for quick overviews, interactive answers to technical questions directly within the text context, and intelligent recommendations for relevant follow-up content. The Agentic AI retrieves information specifically from article contents, ensuring explanations remain technically sound. This intelligent division of labor between the chatbot (routine information, immediate assistance) and human experts (complex consultation) noticeably relieves the team. This customer service automation transforms the Journal into a living knowledge ecosystem that actively accompanies readers rather than passively processing them.

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Goals: Playful Customer Engagement in a Complex Market

As Germany’s leading direct insurer, CosmosDirekt faces the challenge of communicating complex insurance products in an understandable and accessible way. For the Advent season, the company sought an innovative solution that goes beyond traditional marketing campaigns. The goal was not only to strengthen customer loyalty but also to convey product knowledge in an entertaining manner while generating a high number of qualified, GDPR-compliant leads. The requirement was a scalable, interactive platform that ensures a seamless and brand-consistent user experience.

Results: From Dialogue to Qualified Leads through Gamification

An AI-powered Advent calendar was implemented as a chat experience on the LoyJoy platform. This AI assistant guided users daily through a door, behind which a quiz question about a CosmosDirekt product and the chance to win a prize were hidden. This gamified approach significantly increased user interaction. The chatbot handled the entire process, from greeting and the quiz to data entry for the sweepstakes.

The campaign achieved outstanding results:

• Successful generation of a large number of GDPR-compliant marketing consents.
• Effective communication of product benefits in a playful context.
• Strengthening of brand perception through a positive, interactive experience.

The AI agent ensured 24/7 availability and created a valuable foundation for future marketing activities.

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Business Goals

ALDI Nord is one of the leading food retailers in Germany and relies on digital innovation in customer engagement. For the 2025 Christmas season, the proven ALDIventskalender was designed to activate customers daily and strengthen brand loyalty.

The challenge: Meeting customer expectations that demand immediate interaction and real added value, without long waiting times or complicated processes. The ALDIventskalender should be more than a classic prize draw: a daily occasion to experience the brand positively.

LoyJoy has been a partner of ALDI for the ALDIventskalender since 2023. Year after year, millions of people participate, with growing numbers. The platform enables efficient scaling of the campaign and the provision of new, playful content every day.

Results

With the 2025 edition, ALDI Nord once again sets standards in digital customer activation. The ALDIventskalender combines daily prize opportunities with a simple, intuitive user experience.

The campaign demonstrates how digital interaction works:

• For customers: Daily new quiz questions, attractive prizes and uncomplicated participation via the familiar digital channel.
• For ALDI Nord: High interaction rates, recurring visits and a positive brand presence throughout the entire Advent season.

The chatbot on the LoyJoy platform acts as a personal companion through the 24 days, enabling direct, barrier-free participation. Customers can engage with the brand in a playful way, while ALDI Nord creates valuable touchpoints.

The intuitive user interface ensures that users can participate without technical barriers. This creates a consistent, high-quality customer experience that positively embeds the brand daily in the target group’s consciousness.

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Business Goals

Eucerin Brazil is one of the leading dermo-cosmetic brands in Brazil and focuses on scientifically proven skin care. For the launch of the innovative Epigenetic product line, the brand faced a specific challenge: how to optimally inform two very different target groups, medical professionals and end consumers, simultaneously?

Medical professionals require in-depth information about active ingredients, clinical studies and mechanisms of action. End consumers, on the other hand, seek understandable application-oriented benefits and practical guidance. Traditional communication channels do not allow this differentiated approach without high manual effort.

The goal was to provide both target groups with precisely the information they need, immediately, easily accessible and without long waiting times or complicated processes. The solution needed to be scalable and ensure consistent, high-quality communication throughout the entire product launch.

Results

With the conversational agent on the LoyJoy platform, Eucerin Brazil successfully implemented a differentiated communication strategy. The agent clearly segments users at the outset through a simple question: Are you a medical professional or a consumer?

This intelligent segmentation enables two tailored dialogue paths:

• For medical professionals: Detailed active ingredient analyses, study results and scientific background information that meet high professional standards.
• For consumers: Understandable product benefits, structured application instructions and practical advice for daily skincare routines.

The approach demonstrates how digital interaction creates value:

• For users: Immediate access to relevant information without having to search through generic content.
• For Eucerin Brazil: Efficient scaling of the product launch with consistent communication quality and positive brand experiences for both target groups.

The conversational interface ensures that each user receives exactly the information relevant to them. This creates a targeted, needs-based customer experience that strengthens trust in the brand and supports successful product introduction.

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Goals: Making Complex Heating Consultation Accessible

The market for heating systems is complex and characterized by dynamic factors such as government subsidies and technological developments. For end-customers, finding the most suitable and efficient solution is often a challenge.

As one of Europe’s most renowned manufacturers, Kermi represents the perfect symbiosis of room climate and shower design. The company from Lower Bavaria sets standards through high environmental competence, innovative technology, and excellent design quality. With a broad product portfolio, Kermi offers holistic solutions that intelligently combine warmth and freshness.

Kermi faced the task of transforming this complexity into understandable and accessible advice. The goal was to create a digital advisor that goes far beyond a simple FAQ bot.

Today, customers expect fast, competent answers to technical details, current funding opportunities, and guidance on selecting the right heating solution – without long wait times or complicated research. The AI assistant was designed to address precisely this need: It answers questions in seconds, knows the complete Kermi product range, and is always up-to-date on current subsidy programs. Instead of relying on static FAQ pages, the company opted for an interactive chatbot approach that guides potential customers through dialogue to the optimal solution.

Results: From Searcher to Informed Customer

With the implementation of the LoyJoy Agent, a digital expert was created that fundamentally transforms heating solution consultations. The intelligent chatbot not only answers product questions but also provides daily updated information on funding opportunities or the most efficient heating solution for individual requirements.

The decisive advantage lies in the combination of speed and precision:

• For the customer: A potentially tedious search becomes an insightful dialogue. Customers quickly and easily receive the information they need for an informed decision on heating solutions such as heat pumps and matching radiators.
• For Kermi: The AI assistant handles initial consultations for standard inquiries, thereby relieving the customer service team. At the same time, qualified leads are generated who are transferred to personal consultation for more complex requirements.

This approach strengthens trust in the Kermi brand as a competent and accessible partner for modern heating solutions. The digital consultation creates a low-threshold entry point and combines automation with genuine customer orientation.

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Goals: Conveying Expertise and Attracting Talent

As a globally leading specialist in hydraulic systems, Montanhydraulik faces a dual challenge: Complex technical knowledge must be made accessible to customers and partners, while simultaneously attracting qualified talent to the company.

The goal was to develop an AI assistant that intelligently combines both requirements: ‘Monty’.

Customers, partners, and students today expect quick answers to their questions – whether about technical hydraulics topics or career opportunities. Monty was designed to function as an intelligent chatbot and virtual career advisor: He provides precise answers to technical questions while also informing about apprenticeships, dual study programs, and open positions. Instead of static websites, Montanhydraulik wanted to create a dialogue that lowers the entry barrier and conveys a modern, accessible corporate image.

Results: One Agent for Knowledge and Careers

With the implementation of Monty, an AI assistant was created that seamlessly connects knowledge transfer and recruiting. Monty answers technical questions about hydraulics precisely and quickly – regardless of whether they come from customers, partners, or students.

The decisive advantage lies in the intelligent dual function:

• For knowledge seekers: Monty delivers well-founded answers to hydraulics topics on demand and makes complex expertise understandably accessible.
• For potential applicants: Instead of navigating through job portals, interested parties can obtain all information about entry opportunities, training, and career paths through dialogue with Monty.

This approach creates a positive, interactive experience and lowers the entry barrier for both target groups. Montanhydraulik thus positions itself as a modern employer and an accessible knowledge leader in its industry. The digital interface combines automation with genuine service orientation and makes the company attractive to new talent.

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LoyJoy developed the AI agent Auxie for religionen-entdecken.de, a safe and understandable AI agent for primary school children.

Initial Situation

Primary school children searching the internet for answers about religions quickly run into content that is neither age-appropriate nor reliable. The goal was therefore to provide age-appropriate answers to questions about religions, based solely on editorially reviewed texts.

Solution Concept

This makes the website, part of the joint work of the Evangelical Publishing, the first non-commercial AI offering for children in the German-speaking world, one that answers questions about religions in a child-friendly and safe way.

Results

• 30,000 conversations within the first few days after launch, a clear sign of the demand for child-friendly answers about religions
• Around 2,000 children chat with the friendly AI agent Auxie every day
• High acceptance and effectiveness in conveying knowledge about religions to children in a safe, understandable way

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ZURICH Brazil, part of the globally active Zurich Insurance Group, wanted to attract younger target groups for its cell phone insurance, right where they already spend their time: on Instagram and TikTok.

Initial Situation

For younger audiences on social media, the path to the right insurance needs to be just as fast and direct as the channels used to reach them. The goal was therefore a dialogue-based path that calculates the matching tariff directly in the chat, enables sign-up, and channels leads through social media platforms such as Instagram and TikTok.

Solution Concept

The AI Agent from LoyJoy takes over exactly this path: it asks for brand, model, and storage size, determines the price instantly, and leads directly to sign-up, seamless and customer-friendly.

Results

• Seamless, customer-friendly sign-up process directly in the chat
• Reaches a young target group through social media channels, right where they already are
• Increased conversion via direct linking to sign-up, a sign that speed makes the difference for this audience

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About the Company

RTL+ is Germany’s largest streaming provider and part of the RTL Group. The platform combines series, films, live TV, music, and podcasts under one roof and stands for cross-generational entertainment. In recent years, RTL+ has gained around one million new subscribers annually.

RTL+ at a Glance

• Industry: Media / Streaming
• Number of employees: 17,000 (RTL Group)
• Market: DACH
• Target group: Streaming-oriented users who want to watch classic RTL content such as reality TV, soaps, live sports, and shows, as well as movies and series

Key Facts about the Project

• Over 1 million conversations per year
• Human takeover rate: only 2%
• 45% fewer service contacts despite continued customer growth
• Since June 2026: LoyJoy Phone Agent with Speech-to-Speech technology live on the phone channel

Video Testimonial

Christiane Konrad, Vice President CRM & Customer Care at RTL+, shares in this video how RTL+ achieved 98% customer service automation with LoyJoy and why the partnership has been a milestone from the very start.

Initial Situation

As RTL+ grew, so did the demands on customer service. Inquiry volumes rose steadily, especially in the evenings and on weekends during live events. Traditional structures reached their limits:

• Tickets were predominantly handled manually via email and forms
• 70% of written inquiries required human support
• Earlier automation attempts using keywords or rule-based systems fell short of expectations
• Inquiry peaks around live events are difficult to staff

The goal: a solution that is intelligent, scalable, and high-quality at the same time.

Our Project

In the second quarter of 2023, RTL+ and LoyJoy began designing a first AI agent based on generative AI for customer service. Generative AI at the customer interface had only just become viable, and RTL+ was among the early pioneers. Together with the legal department, a GDPR-compliant AI framework was developed.

After initial tests in the account area, the AI agent was gradually integrated into central support paths. The foundation is a curated, AI-capable knowledge base containing the most common user questions and answers.

Rollout timeline:

• Q2 2023: Conception and testing of the first AI agent with generative AI
• Q3 2023: Launch in the account area (~25,000 conversations / month)
• Q1 2024: Integration in front of the contact form (~80,000 conversations / month)
• Q3 2024: Full rollout in the help center as the first point of contact (~150,000 conversations / month)
• 2025: Evolution into an AI agent with extended capabilities
• June 2026: Launch of the LoyJoy Phone Agent with Speech-to-Speech technology for telephone customer communication

Customer satisfaction has remained at the same level as classic email support throughout. Many users said they took the AI agent for a human conversation partner.

The LoyJoy Solution

Today, the AI agent handles the first communication with customers across the entire help area:

• Generative AI models deliver context-aware answers to common service questions
• Responses are grounded in curated knowledge from a structured knowledge base, with no open web search and no self-learning models
• Iterative optimization based on customer variables and user feedback
• GDPR-compliant operation within the existing infrastructure

Extension to Telephony: LoyJoy Phone Agent with Speech-to-Speech

Since June 2026, RTL+‘s AI agent has been available not only in chat but also on the phone. The LoyJoy Phone Agent uses Speech-to-Speech technology, enabling natural, fluid voice dialogue instead of the unnatural detour through separate speech recognition and speech synthesis steps. Customers experience chat and phone as one consistent journey from a single platform, with the same knowledge sources and the same level of automation across both channels.

Extension with Personalized Content Recommendations

In Q4 2024, RTL+ launched a second project with LoyJoy: the Streaming Buddy, an agentic content advisor. Despite a very diverse catalog, 95% of users watch only 5% of the offering.

Challenges:

• Existing recommendation engines push popular content like reality TV or soaps
• New target groups, for instance sports fans, do not see themselves represented and cancel their subscription
• Goal: move beyond classic machine-learning recommendation logic and suggest relevant content on user request

Initial prototypes revealed that insufficient metadata limited recommendation quality. For example, a search for “Julia Roberts” did not surface “Pretty Woman”. After targeted metadata enrichment and intensive testing, the PoC went live in Q1 2025 on two format pages: football and the reality show “Temptation Island”.

Initial results: noticeably broader usage patterns and positive user feedback on the new recommendation experience.

Testimonial

“I was particularly impressed by LoyJoy’s innovative drive and how dedicated they were to us as a customer. The way the AI agent communicates with our users and solves their problems is fascinating!”

Christiane Konrad, Vice President CRM at RTL

What’s next?

RTL+ continues to expand the Streaming Buddy as a central element of its AI strategy. In the next stage, the Buddy will be able to start content directly from the chat and access additional metadata and usage signals.

Following the telephony launch, the next step is to bring the same content advice from the Streaming Buddy to spoken dialogue via the LoyJoy Phone Agent.

In the long term, RTL+ is positioning itself as a pioneer of a fully AI-driven user journey: from individual advice through seamless content access to case-closing customer service, via chat and phone.

The Zurich Group wins new customers for its cell phone insurance in Brazil with an interactive quiz, reaching a young target group that classic insurance advertising barely reaches.

Initial Situation

Insurance topics often feel dry and abstract to a young target group, and classic advertising for cell phone insurance barely reaches them. ZURICH Brazil therefore wanted to create attention for its cell phone insurance in a playful way and win qualified leads.

Solution Concept

With LoyJoy, an interactive quiz was created that has customers playfully find out with four questions how secure their phone really is, then leads them directly to the sign-up step, instead of leaving them to decide on their own.

Results

• The quiz makes the abstract topic of cell phone insurance concretely tangible and thereby increases lead generation
• Entertaining animations grab attention, drive higher user engagement and longer chat sessions, both important preconditions for prospects to reach the sign-up step at all
• Prospects are guided directly and without detours to sign-up

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Business Goals

Wine in Black serves discerning customers. The goal is to offer an experience in online retail that matches the high-quality brick-and-mortar wine trade.

The intelligent sommelier is based on Agentic AI and enables natural dialogue, almost like in a professional wine shop. It asks follow-up questions when needed to determine the best selection from Wine in Black’s extensive range.

Setting up in LoyJoy is simple: The agent learns the product database and autonomously selects wines, naturally with predefined guardrails from Wine in Black. Products are always current and special offers are preferentially recommended.

Results

Customers receive an intelligent sommelier that advises them and selects suitable recommendations. Each recommendation is thoroughly justified to meet the expectations of Wine in Black’s discerning customers.

For Wine in Black, this offers the advantage of serving customers in a modern and comfortable way through full automation. Additionally, the digital sommelier promotes dwell time, product discovery, and ultimately sales.

Customers can add the wine directly to their shopping basket and receive a coupon code from the AI agent as an incentive to buy.

Try the sommelier yourself

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Westfalen AG, a leading supplier of speciality gases, has worked with LoyJoy to develop a chatbot, among other use cases, that guides customers straight to the right contact and relieves the burden on customer service.

Initial Situation

Anyone looking for the right dealer or contact person, or with a general question, used to end up with customer service and had to wait for an answer. The goal was to resolve these requests faster and noticeably relieve the burden on Westfalen AG’s customer service.

Solution

The chatbot takes on exactly these requests directly in the dialogue. It helps customers find the nearest dealer, reach the right contact person, and answers general questions, so many requests never have to reach the service team at all.

Results

• Customers are forwarded directly to the right channels and thus reach the right contact person quickly and easily.
• The chatbot improves the customer experience, reduces waiting times, and increases the efficiency of the service process, a win for customers and the service team alike.

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Westfalen AG has developed an AI Agent with the LoyJoy platform that guides B2B customers through the entire enquiry process for specialty gases, simpler than a classic enquiry form full of technical details.

Initial Situation

An enquiry for specialty gases requires many technical details, such as the number of components, concentrations and quantities, which is often cumbersome for B2B customers via a classic form. The enquiry process for specialty gases therefore needed to be simplified for B2B customers.

Solution Concept

The AI Agent guides customers through the enquiry in a dialogue and records all relevant information, such as the number of components, concentrations and quantities, instead of leaving them to fill out a technical form on their own. The integrated generative AI resolves customer questions along the way, even during the ongoing enquiry process.

Results

Thanks to the AI Agent, Westfalen was able to significantly optimise the enquiry process for specialty gases. The digital solution ensures greater customer satisfaction, since customers no longer have to work through a complex form on their own, and supports lead generation through the combination of structured data collection and intelligent question answering.

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The Client

Volksbank Köln Bonn eG is one of Germany’s leading regional cooperative banks. With strong roots in the Rhineland, it offers its customers expert advice and modern financial solutions, combining traditional values such as customer focus and member support with innovative digital services.

• Total assets in 2024: approx. €6.7 billion
• Around 720 employees

The challenge

Volksbank Köln Bonn faces the challenge of meeting the growing demand for immediate digital support around the clock. The aim is to implement an innovative solution that efficiently automates standard processes, reduces the workload on service staff and intuitively guides users to the financial information they require.

• Automated service processes
• 24/7 support availability
• Digital product advice

Tailored solution: Chatbot Pit

Since the partnership began in mid-2022, Volksbank Köln Bonn has relied on LoyJoy to transform its digital service around the clock. The AI assistant Pit is a valuable service provider with growing success year on year. It results in a noticeable reduction in the support workload and a fantastic conversion rate!

Objectives

Volksbank Köln Bonn wanted to create a digital hub for 24/7 customer service. The AI assistant Pit handles routine enquiries such as card blocking or appointment requests, thereby reducing the workload on the Customer Dialogue Centre. Banking services are made accessible to all, and customers are guided directly to a solution without any waiting time.

Results

Pit handles customer enquiries in real time and improves service quality. Acting as a smart guide through the online offering, it links users directly to relevant services and appointment bookings. The digital interaction rate has increased measurably, and the burden on customer service has been significantly reduced.

Testimonial

“Thanks to LoyJoy’s excellent customer service, the project was able to be developed very successfully. The positive customer experiences simply reflect the product’s performance.”

Christoph Selbach, Digital Project Manager, Volksbank Köln Bonn

Success in figures & looking ahead

Summary

As a customer-focused regional bank, Volksbank Köln Bonn sought to create a modern 24/7 point of contact by implementing the AI chatbot Pit, with the aim of enhancing the level of digital service and reducing the workload on the Customer Dialogue Centre.

The collaboration with LoyJoy led to a significant increase in the digital interaction rate, faster processing of service enquiries and an optimised user journey on the website.

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Challenge & Goals

TRUMPF SE is a leading global family-owned company for machine tools, laser technology, and electronics. In the B2B sector, these highly complex products require intensive consulting and explanation.

The Goal: To provide B2B customers worldwide with immediate answers around the clock, generate qualified leads, and simultaneously relieve the human sales and service teams from routine inquiries. All of this needed to be achieved without driving up headcounts during international expansion (e.g., into the USA).

The Solution: “Ask TRUMPF” as Agentic AI

With the help of LoyJoy, TRUMPF made the leap from classic GenAI to autonomously acting Agentic AI. The digital colleague “Ask TRUMPF” doesn’t just answer static questions; it understands complex contexts, independently searches product data, and proactively guides the user to the right machine. If the system detects buying interest or a need for in-depth consulting, it seamlessly hands over the pre-qualified lead to the appropriate human expert.

Results & Measurable Impact

The Dual ROI (Revenue & Workload Relief): The AI autonomously clarifies preliminary technical questions. This massively relieves the team, allowing human experts to focus on complex consulting and closing deals.

24/7 Lead Generation: The assistant acts as a digital top performer in sales, generating new, pre-qualified leads across all time zones.

Successful Internationalization: Following the proof of concept in Germany, the intelligent LoyJoy architecture was successfully rolled out to TRUMPF’s US website, achieving global scalability without a cost explosion in support.

Highest Precision: Technically accurate and reliable information that meets the high standards of German engineering and manufacturing.

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Initial Situation

Deutsche Telekom operates the Telekom Info Service: a channel used to inform prospects and existing customers about relevant products and offers. The service is a key foundation for cross- and up-selling across the group.

For this channel to perform, one thing matters most: acquiring as many GDPR-compliant marketing consents as possible. This is exactly where LoyJoy was set up to prove what Conversational AI in the opt-in flow can achieve compared to the existing web form.

Approach

In an A/B/C test, three variants for opt-in acquisition competed against each other:

1. Classic web form: Telekom’s previous standard
2. LoyJoy Chat: conversational opt-in flow without gamification
3. Gamified LoyJoy Chat: conversational flow with interactive game elements

Same use case, same target audience, comparable setup. The only difference: the opt-in mechanic.

Results

Variant	Conversion Rate
Existing web form	14%
LoyJoy Chat	35%
LoyJoy Chat, gamified	45%

The gamified variant more than tripled the opt-in rate. More opt-ins translate directly into a larger addressable audience for cross- and up-selling campaigns aimed at prospects and existing customers.

Data Flow and Compliance

The acquired marketing consents are transferred directly to Telekom’s existing systems. No data is stored in LoyJoy.

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As a regional energy supplier, Stadtwerke Witten reliably provides its customers with electricity, gas, and water. A real customer relationship, however, needs more than reliable supply alone, and since the first joint project with LoyJoy, the collaboration has grown through several expansion steps.

Getting Started: Multilingual Advent Calendar

Initial Situation

The goal was to strengthen customer loyalty in the region beyond pure supply, with modern, dialogue-oriented communication instead of one-way messaging: playful, multilingual, and easy to access for all target groups.

Solution Concept

Together with LoyJoy, Stadtwerke Witten implemented a multilingual advent calendar that makes exactly this dialogue possible, the first joint step in the collaboration.

Results

• Reached the different target groups each in their preferred language, a key lever for genuine closeness
• Noticeably better customer experience
• Strengthened connection to Stadtwerke Witten
• Increased participation rate, a sign that the format resonated

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Expansion: AI Chat ENERGIA in Customer Service

Initial Situation

After the successful advent calendar as a starting point, Stadtwerke Witten wanted to permanently expand its digital customer service. Frequent questions about energy supply tied up capacity in the service team, because they could only be answered during service hours. What was needed was a point of contact that answers these questions around the clock, guides customers directly to the appropriate information, and relieves the service team of recurring inquiries.

Solution Concept

With the AI chat ENERGIA on the LoyJoy platform, customers receive understandable answers about their energy supply at any time, without waiting and independent of service hours. ENERGIA resolves knowledge-based inquiries directly in the chat, without a detour via the service team, which is noticeably relieved as a result.

Results

• Understandable answers around the clock, without waiting and independent of service hours, a direct win for customer satisfaction
• Noticeable relief for the service team on knowledge-based inquiries, freeing up capacity for more complex cases
• Next step: expansion to case-closing processes such as meter readings and advance payments, including SAP integration

Gemeinschaftsstadtwerke Kamen, Bönen, and Bergkamen (GSW) supply a large number of residents and businesses, and rely on the AI agent “Lore” for their customer service.

Initial Situation

Frequent questions about energy supply and services used to go straight to GSW’s service team, which had to spend a lot of time on routine inquiries as a result. The goal was a digital point of contact that answers these questions around the clock, guides customers directly to the right information, and thereby relieves the service team.

Solution

The AI agent “Lore” takes on exactly this role. It reliably answers a wide range of customer questions and guides users directly to the right information. Only more complex matters that require personal clarification are passed on to the team in a structured way directly in the chat.

Results

Customers get quick answers at any time as a result, while GSW noticeably relieves its service staff of routine inquiries, creating room for the cases that really need personal attention.

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The Customer

SCHOTT AG is a globally leading technology group for specialty glass and glass ceramics, active in fields such as pharma, electronics and astronomy. Revenue in fiscal year 2025: €2.83 billion, with more than 17,400 employees worldwide in over 30 countries.

The Collaboration With LoyJoy

SCHOTT uses LoyJoy across multiple business units for product advice, technical customer service and recruiting, each as a dedicated AI agent tailored to its business unit.

Projects at a Glance

• SCHOTT CERAN Customer Service: Global AI chat in 10 languages, rolled out worldwide in a few weeks.
• SCHOTT KIMAX Product Advisor: Product search and distributor localization for glass drainage systems.
• SCHOTT ZERODUR® Service Chat: Technical assistant for material data and project inquiries.
• SCHOTT Pharma Product Advisor: Guided navigation through the primary packaging portfolio.
• SCHOTT Recruiting Chat: Career portal assistant with the option to apply directly in chat.

Projects in Pictures

SCHOTT CERAN Customer Service

SCHOTT KIMAX Product Advisor

SCHOTT ZERODUR® Service Chat

SCHOTT Pharma Product Advisor

R+V Insurance wants to make it easier for its employees to access complex HR topics such as sabbaticals or early retirement, with the AI agent “Lazlo”.

Initial Situation

The options for sabbaticals or early retirement are often known at R+V, but the individual paths to reach them are unclear to employees. Instead of working through dry information sheets, they needed an interactive, low-threshold solution that answers their questions directly and is available around the clock.

Solution

With Lazlo, R+V created a friendly AI leisure assistant that guides employees through their individual options in a dialogue-based, playful way, instead of leaving them with generic information alone. The AI agent calculates individual scenarios in real time and makes complex regulations understandable.

Results

Instead of working through information sheets, employees get real-time clarity on their individual options with Lazlo. The result is a modern, positive user experience that increases employee satisfaction.

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Business Goals

R+V Insurance is one of Germany’s largest insurers and lives by the brand promise “You are not alone”. To honor that promise in the digital customer dialogue as well, the traditional insurer relies on the LoyJoy platform.

R+V was honored for this project at the German Brand Award 2026 in the category “Best AI Project of the Year”, with the highest distinction “Best of Best”, awarded to only one project per category. The AI project is built on the LoyJoy platform.

The goal was to create a digital AI assistant that is far more than a simple FAQ bot: “Emmie”.

Today, customers expect smart self-service around the clock, without long waiting times or incomprehensible jargon. Emmie aims to address exactly this: She answers questions in seconds, explains complex insurance jargon simply and brings together knowledge from across R+V. In doing so, she strictly adheres to brand guidelines to ensure a consistent and trustworthy user experience.

Results

With the use of Agentic AI, R+V sets new standards. Emmie is not a single chatbot, but a network of AI agents that connects information from different areas in the background and communicates it in real time from one place. Customers have a single conversation and receive a consistent answer, across lines of business and topics.

The decisive advantage lies in the intelligent division of labor:

• For the customer: Immediate help with routine inquiries and understandable explanations of complex issues.
• For the team: Emmie does not replace personal advice, but creates space for it. By taking over standard inquiries, employees gain time for what counts: listening, understanding and individual advice on complex matters.

In this way, AI serves as an enabler for true customer centricity. At the same time, lead generation is promoted through direct integration into the customer journey. From 2026, it is also planned that Emmie will be able to securely process personal matters.

At launch, Emmie supports customers and prospects in areas including pet insurance. The further rollout to other lines of business is currently in full implementation.

By the numbers: Emmie handles more than 35,000 dialogues per month, with the trend rising, and around 50 % of them happen outside service hours. Processes such as ordering the digital insurance card (previously a manual effort) and calculating the pension gap are already live in the chat. Many further use cases are being implemented.

Voice from R+V

This clearly sets us apart from the competition and positively differentiates us as a brand. With Emmie, we aim for greater customer proximity, higher quality and clear differentiation in the market. At the same time, we provide relief for our sales force and service teams.

Jens Hasselbächer, Member of the Board, Customers and Sales, R+V Versicherung

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R+V Versicherung ruv.de

Die R+V Versicherung ist einer der größten Versicherer Deutschlands und gehört zur Genossenschaftlichen FinanzGruppe Volksbanken Raiffeisenbanken.

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Puky is one of the leading German manufacturers of children’s bicycles and sells its products both in bricks-and-mortar stores and via its own website.

Initial Situation

When customers had questions about their children’s bicycles, they wanted a fast, precise answer, not a long wait for a reply. Puky wanted to deliver exactly that and, on top of it, give users a way to communicate directly with Puky’s experts.

Solution

With LoyJoy, Puky built a chatbot for this purpose that helps customers directly in the dialogue. An integrated live chat function additionally allows users to communicate directly with Puky’s experts in real time, whenever a personal assessment is needed.

Results

• Customer enquiries are answered more quickly and in a more targeted manner, so customers no longer wait long for a reply
• The live chat function provides personalised advice in real time, exactly when it’s needed
• Improved service and stronger customer loyalty

Testimonial

“LoyJoy enables us to transform complex processes into intuitive chat dialogues. The flexibility and user-friendliness are unrivalled.”

Lars Sill, Head of PUKY E-Commerce

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Physik Instrumente (PI) is a leading supplier of precise positioning systems and linear actuators.

Initial Situation

PI offers a technically complex product portfolio built around precise positioning systems and linear actuators. Users needed a quick and easy way to find out more about the products, without having to work through technical details themselves, and, if necessary, get in touch with an expert directly.

Solution Concept

Together with LoyJoy partner Avaus, PI developed an AI agent that answers questions about the products directly, whether selected or typed freely into the text field. Where a technical detail question calls for personal judgement, users can submit an enquiry directly to get in touch with an expert.

Results

• Precise, AI-driven answers to technical product enquiries reduce the workload on service staff and increase support efficiency
• Direct, competent answers to product questions support conversion to sales on the website
• Higher customer satisfaction through uncomplicated interaction

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Ottobock is a leading company in the field of medical technology that offers innovative solutions for prosthetic fittings.

Initial Situation

After an amputation, those affected face a wide range of possible prosthetic fittings, and finding the right one for their individual life situation is not easy. Users needed to quickly find the right prosthetic fitting, with well-founded information about amputation and, if needed, direct access to personal expert advice.

Solution Concept

With the help of LoyJoy, Ottobock developed a chatbot that guides users step by step to the right prosthetic fitting, instead of leaving them alone with the wealth of information. The chatbot provides well-founded information about amputation and forwards users directly to an expert search if they need personalised advice. Simple navigation with links and images makes it easy to use.

Results

• Quick, personalised advice, very well received by users, especially given how personal this topic is
• Direct contact with experts for interested users, which promotes lead generation
• Better usability thanks to simple navigation with links and images

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The medical technology company Ottobock is a global leader in prosthetics and orthotics. When specialist staff have questions about products, technology or adjustments, every minute counts, especially when patient care is on the line. Together with LoyJoy, an AI agent for professionals was developed to meet exactly that need.

Solution

Embedded in the Ottobock website, the AI agent resolves questions about products, technology and adjustments directly in the dialogue, so specialist staff no longer have to wait for a response from customer service. Thanks to generative AI, it provides answers based on the Ottobock knowledge database and reliably supports professionals with questions about the company and its products.

Results

• Increased customer satisfaction, because specialist staff get reliable answers immediately
• Reduced workload for the customer service team, freeing it up to focus on more complex issues

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To mark OTTO’s anniversary, Melitta launched a special promotion for its customers with a chatbot.

Initial Situation

Customers who had bought their Melitta appliance via OTTO wanted to secure a free gift as easily as possible. At the same time, Melitta wanted to use the opportunity to gain relevant customer insights.

Solution

The chatbot guides customers through exactly this process: they select their purchased Melitta appliance and upload a photo of the receipt to secure their gift. In the same dialogue, the chatbot asks about the most important purchase criteria, giving Melitta relevant customer insights without a separate survey.

Results

• LoyJoy enables Melitta to efficiently collect detailed customer data and drive profile enrichment.
• At the same time, the chatbot ensures a smooth, user-friendly experience and strengthens brand loyalty through direct interaction with customers.

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Melitta relies on a chatbot in Austria to run a cashback campaign for its customers.

Initial Situation

Cashback campaigns often mean paperwork and waiting for customers. Melitta wanted to spare its customers who had bought a Melitta machine from MediaMarkt exactly that, and give them simple, fast access to a cashback campaign instead, as part of the digital customer journey Melitta relies on.

Solution

The chatbot makes participation remarkably simple: customers scan the barcode on the packaging and enter their bank details to receive the €100 cashback.

Results

• Instead of paperwork, the chatbot offers customers quick and easy participation in the cashback campaign.
• Thanks to the simple data collection and automation of the process, enquiries are processed efficiently, meaning less manual effort for Melitta.
• This promotes high participation rates and a positive user experience.

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With LoyJoy, Kölln developed a chatbot that gave users the chance to win a large package of the new RELOAT drinkable meal.

Initial Situation

For the launch of the new drinkable meal RELOAT, Kölln wanted to do more than create attention for the new product, it also wanted to gain valuable insights into customers’ preferences and needs.

Solution

With LoyJoy, Kölln built a chatbot that directed participants to the chat via the newsletter, where it asked them questions about the drinkable meal in a dialogue. To enter the raffle, they also provided their email address to be notified if they won, which also generated new opt-ins for Kölln.

Results

• The playful approach sparks customers’ interest in the new product in a targeted way
• The answers and data collected in the dialogue drive profile enrichment and make customer profiles more precise, so later offers match actual preferences more closely

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Kesseböhmer is a leading company in the metal processing and furniture industry and developed an AI Agent for its HR area with LoyJoy.

Initial Situation

Applicants didn’t want to search for long or wait for a reply from HR when they had questions about the company, open positions or other HR topics. To optimise the HR area, Kesseböhmer wanted to make exactly this information quickly and easily accessible.

Solution

With LoyJoy, Kesseböhmer built an AI Agent that playfully guides applicants through the chat with images and emojis and resolves their questions about the company and open positions directly. If required, they can also contact the company directly by email within the chat.

Results

• Applicants are reached at all levels
• Ease of use and fast, AI-supported responses save applicants the long search
• A clear insight into the company and easy searching through all vacancies
• A playful, modern approach that turns the application process into a positive first contact with Kesseböhmer

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Hansaplast uses a chatbot to draw attention to its new product.

Initial Situation

For the launch of a new product, Hansaplast wanted to generate targeted attention while also collecting contact data for future marketing measures in compliance with data protection regulations, two goals that are hard to achieve at the same time with a classic ad.

Solution

The chatbot makes exactly that possible. Targeted ads lead users to the chatbot, where they can register directly for a product test. In the dialogue, the chatbot collects their personal data; to participate, users must opt in to the newsletter.

Results

• The chatbot arouses users’ interest in the new product in a targeted way while collecting contact data in compliance with data protection regulations for future marketing measures, both goals in a single step.
• This way, Hansaplast increases its reach and ensures sustainable customer loyalty for the new product.

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Hansaplast, a leading provider of wound care, uses LoyJoy to gather newsletter feedback directly in dialogue with its own readers, instead of just guessing.

Initial Situation

The goal was to get valuable customer feedback on the newsletter directly from readers themselves, and use it to further sharpen customer profiles.

Solution Concept

The chatbot guides users through a dialogue with targeted questions on topic preferences, subscription motivation, and desired mailing frequency, then collects open feedback in their own words. It then directs users to other Hansaplast channels, such as Facebook and Instagram, via links.

Results

• Immediately usable customer insights straight from the source, to further optimize the newsletter
• Drives profile enrichment for more precise customer profiles
• Additional qualified traffic to Facebook and Instagram through the linking of other brand channels

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Eucerin UK offers its customers interactive advice on skin problems through a chatbot that leads straight to the right product recommendation, instead of leaving them to search the online shop on their own.

Initial Situation

Looking for the right care product for their skin problem, customers previously had to browse the online shop’s range themselves. Eucerin UK wanted to offer them interactive advice on skin problems instead, advice that leads directly to the right recommendation.

Solution Concept

With LoyJoy, a chatbot was created that does more than just answer questions: it guides customers through a dialogue to the right solution. Customers specify the affected areas of the body, the chatbot shows matching Eucerin care products with product images and recommendations, and directs them straight to the online shop.

Results

Thanks to the automated advice, customers immediately receive relevant product recommendations without having to search the shop for a long time. Because the chatbot always uses the latest product data, the advice automatically stays up to date without any manual maintenance effort. This way, the chatbot connects advice and the purchasing process into one seamless experience.

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To improve customer service, Eucerin has developed a live chat with LoyJoy that gives customers a direct, personal exchange with a Eucerin live agent, instead of leaving them alone with their questions about products and skincare.

Initial Situation

Customers previously lacked a direct, personal channel for questions about Eucerin and its individual products. The goal was a chat that still works even when no live agent is immediately available, so that no question goes unanswered.

Solution Concept

The live agent answers questions about Eucerin and the individual products personally and competently. If no live agent is immediately available, users can enter their e-mail address directly in the chat and will be notified when a new answer is received, so that no enquiry is left unanswered.

Results

• Significantly improved user interaction, thanks to direct, personal contact with customers
• Quick response option for product enquiries
• E-mail notifications for new answers, so users do not miss any answers even when no live agent was immediately available

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Eucerin Brazil offers its customers simple and interactive advice on its anti-pigment products with the help of the LoyJoy platform, so they are not left on their own to choose the right product.

Solution

The intelligent AI agent, based on generative AI, answers questions about the individual products and guides customers directly to the right product recommendation. It draws on the expertise of Eucerin’s experts, so every recommendation is grounded in real product knowledge.

Results

• Quick and uncomplicated product recommendations instead of a long search
• Direct link to the online shop promotes lead generation and sales
• Optimized digital customer journey
• Reduced workload for the service team, freeing it up for other customer needs

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The DIPLOMA University of Applied Sciences has developed an AI agent with LoyJoy that gives prospective students reliable answers to their questions about its educational programmes, any time they ask.

Initial Situation

Prospective students ask DIPLOMA a wide range of questions about its educational programmes at all hours, not only when the service team is available. To make sure no question goes unanswered, these needed to be answered reliably at all times, with links to the relevant information and the option to be contacted personally by the service team if required.

Solution Concept

The AI agent takes on the wide range of questions from prospective students 24/7 using generative AI, resolving them directly in the conversation rather than pointing to a later reply. It guides them to the relevant information via links in the chat. Where personal guidance is needed, prospective students can leave their contact details directly in the chat to be contacted by the service team.

Results

• Relieved customer service, as the AI agent takes on recurring enquiries quickly and efficiently
• Immediate answers for prospective students, with no waiting involved
• Seamless handover to the service team whenever personal advice is needed
• Improved user experience and increased customer satisfaction right from the first contact with the university

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Diamant Zucker was one of the first LoyJoy customers to work live with generative AI, back in mid-2023, and has since expanded the chatbot from a simple recipe finder into a central digital touchpoint for its customers.

Getting Started: AI Recipe Finder (2023)

Initial Situation

With such a wide range of baking recipes to choose from, customers found it hard to quickly identify the right recipe for their occasion, a challenge a classic recipe search on the website could not solve with the same personal touch. Diamant wanted to close exactly this gap through the new GPT interface of the LoyJoy platform.

Solution Concept

With LoyJoy, a chatbot was built that guides customers through a dialogue and shows them matching baking recipes based on the conversation, as personal as one-on-one advice, but available at any time.

Results

• Innovative, digital advice replaces the classic recipe search
• Recipe inspiration for different occasions keeps customers coming back
• Customers keep returning to the chatbot, a sign of real everyday value

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Expansion: A Central Touchpoint

Initial Situation

For questions about products, finding the right recipe, or joining promotions, customers previously had to rely on different channels. Diamant Zucker wanted to create a central digital touchpoint that combines product advice, recipe inspiration, and brand interaction.

Solution Concept

With LoyJoy, a chatbot was built that does not just answer customer questions but takes them all the way through: it advises on products, helps find matching recipes, and guides customers through product selection. Through the same chatbot, users can also enter competitions and sign up for the newsletter.

Results

• Significantly increased interaction with customers, a sign that the central touchpoint meets a real need
• Improved service experience for users
• More entries in competitions
• A higher number of newsletter subscriptions, and with it more direct contact with the brand

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Diamant prepared a special Christmas competition for its community.

Initial Situation

The aim of the campaign was to attract new members to the Diamant community during the run-up to Christmas, with a format designed to hold attention over several weeks rather than just a single day.

Solution

Registered members of the Diamant community had the exclusive chance to win Diamant products every week, keeping the excitement alive throughout the pre-Christmas period. There was also the opportunity to win a grand prize.

Results

The community members were enthusiastic about the four competitions, and the number of participants was pleasingly high, a clear sign that the recurring format resonated.

• 7,000 new members gained for the Diamant community during the Advent calendar period
• Numerous additional newsletter subscriptions as a basis for further customer engagement

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The mobile phone provider congstar has developed an interactive tariff advisor using the LoyJoy platform.

Initial Situation

For most users, finding the mobile tariff that matches their own requirements means working through a lot of tariff details themselves. The goal was to take that off their hands: a quick and simple way to find the tariff that matches their individual requirements.

Solution Concept

The chatbot takes on that work in conversation: it asks simple questions about the frequency of use, the devices used, and the number of people in the household, then recommends the tariff that perfectly matches the individual requirements, with a direct link to the tariff details.

Results

• Fast, simple way to find the right tariff instead of working through the offer alone, very well received by users
• Optimised user experience while relieving service staff
• Direct link to the tariff details also supports lead generation

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The mobile phone provider Congstar uses a chatbot to offer its users personalised smartphone deals.

Initial Situation

With such a wide range of smartphone deals on offer, users found it hard to quickly find the offer that matched their preferences. The goal was to guide them directly to an individually tailored smartphone deal.

Solution

Instead of clicking through the entire range themselves, users answer a few questions about their desired smartphone features and tariff details in dialogue with the chatbot. In addition, each user receives a 10% voucher. At the end, the chatbot forwards the users directly to the appropriate offers where they can redeem their voucher.

Results

• Congstar’s chatbot is an effective solution for increasing user interaction, instead of leaving users to search through the range on their own.
• It also enables Congstar to collect valuable user data for profile enrichment and get to know its customers’ preferences better.
• At the same time, the voucher increases user loyalty and supports lead generation.

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The mobile phone provider Congstar uses the LoyJoy platform for an interactive Christmas quiz, reaching customers in the run-up to Christmas through dialogue instead of classic advertising alone.

Initial Situation

Classic Christmas advertising often reaches customers only passively. Congstar wanted to use an interactive Christmas quiz to strengthen customer loyalty and actively involve customers in the run-up to Christmas, rather than just advertising to them.

Solution Concept

With LoyJoy, a quiz was created that does more than entertain: it actively involves customers. Alongside exciting quiz questions, they were able to find out what type of Christmas person they are. Coherent animations provided a unique experience in the run-up to Christmas, and at the end, a link led directly to the raffle entry form.

Results

• Almost 200,000 chats started show how strongly the format was received
• High customer interaction and positive feedback confirm that the playful approach resonates
• Improved customer experience and stronger loyalty to Congstar, a direct effect of the gamification

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BRITA, the water filtration specialist, wanted to attract new newsletter subscribers in Spain with a registration process simpler than a classic form, one that delivers value immediately.

Initial Situation

Classic registration forms cost users time and rarely offer an immediate incentive. BRITA wanted a straightforward way for users to register for the newsletter while receiving direct value in return.

Solution Concept

With a chatbot built on the LoyJoy platform, users register for the newsletter directly in the chat and receive a 25% discount code in the same moment, no separate form required. Their personal data is captured directly in the chat.

Results

• Effective increase in newsletter subscribers thanks to the uncomplicated registration process
• Higher user satisfaction, since the discount code is available immediately in the chat
• Improved conversion rate, a sign that the immediate value makes the difference
• Smooth user experience thanks to the simple data collection in the chat

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The BERND BLINDOW GROUP is a private educational institution with 17 locations in Germany.

Initial Situation

With 17 locations, the BERND BLINDOW GROUP brings together a wide range of educational programmes, and questions from interested parties are just as varied. The goal was to improve customer service and answer these questions about the group’s educational programmes faster, rather than leaving interested parties waiting for a reply.

Solution Concept

With the help of the LoyJoy Conversational Platform, a chatbot was created that guides interested parties through the group’s educational programmes: it answers their questions directly, directs them to further information, and removes the need to search for the right programme themselves. Anyone ready for the next step can request personal contact directly in the chat.

Results

• Simplified customer communication and faster processing of enquiries, noticeable for interested parties and the service team alike
• Relieved customer service and improved user experience
• Direct contact option enables targeted follow-up with interested parties, instead of losing them again after the first answer
• Promotes lead generation

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Bellersheim, a medium-sized company, optimises its customer service with the AI agent “Bella”.

Initial Situation

With so many different topics customers might have questions about, there was no central, quick point of contact. Bellersheim wanted to offer customers a digital solution that helps them get quick answers to all areas of the company.

Solution

With “Bella”, Bellersheim created an AI agent that takes on exactly this role. Users can select topics or ask their own questions directly and get a suitable answer straight away. In the area of waste management, the AI agent also offers an interactive quiz to test participants’ knowledge.

Results

• Bella improves customer service by answering enquiries quickly and efficiently using AI, instead of leaving customers to search for a long time.
• The quiz on waste management makes the topic tangible and also increases user engagement.
• Overall, user satisfaction is increased by the interactive and user-friendly design.

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ALDI has now used the LoyJoy platform for a second time to run a raffle on the ALDI North WhatsApp channel, gaining new subscribers and collecting valuable customer feedback.

Initial Situation

To mark the milestone of 35,000 subscribers to the ALDI North WhatsApp channel, ALDI wanted to use this success to achieve two goals at once: keep growing the channel and hear directly from its own subscribers how the channel was landing. For this, ALDI developed a first raffle based on the LoyJoy platform, to obtain marketing consent and ask participants how they rated the channel.

Solution Concept

With the playful approach of the LoyJoy platform, ALDI generated over 7,000 new followers for the WhatsApp channel in the first round, with half of all participants using the feedback field to share their own improvement ideas, a clear sign that participation was about more than just winning.

Following this success, ALDI raised the bar and turned the format into a repeatable tool: a chatbot guides participants through an entertaining picture puzzle in conversation and collects their contact details directly for winner notification. At the end, participants once again have the opportunity to give personal feedback on the WhatsApp channel.

Results

• First edition: over 7,000 new followers for the ALDI North WhatsApp channel, combined with valuable feedback from participants
• Second edition: another 10,000 new subscribers through the picture-puzzle raffle, proof that the format works reliably on repeat
• Repeatedly high participation in the feedback field, providing valuable insights for further developing the channel

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The Customer

ALDI Nord is one of the largest grocery retailers in Europe. In fiscal year 2025, the company generated revenue of over €31 billion (+7.4% year-on-year) with more than 90,000 employees in 8 European countries and 5,526 stores. Source: topagrar.com, 2025 annual results

The Collaboration With LoyJoy

ALDI Nord has been a LoyJoy customer since 2023 and uses the platform for a growing number of marketing and service formats: from seasonal advent calendars to competitions and interactive social media formats for Gen Z.

Projects at a Glance

• ALDIventskalender 2025: Interactive advent calendar, held annually since 2023, with growing participation.
• ALDI Originals Competition: “ALDI Original” fashion collection, receipt-upload competition via TikTok, Snapchat, Instagram and stores.
• ALDI WhatsApp Raffle: Two editions, over 17,000 new WhatsApp subscribers in total.
• ALDI Instagram Stories: Interactive competition directly in Instagram Stories, reduced bounce rate.
• ALDI Freshness Test Quiz: Playful personality quiz with recipe recommendations.
• ALDI Birthday Surprise: Personalized dialogue for birthday customers with a Fotowelt voucher.
• “A Taste of ALDI Nord” on YouTube: Interactive Gen Z engagement on TikTok and Instagram around the YouTube format.

Past Campaigns in Pictures

ALDIventskalender 2023

ALDIventskalender 2024

ALDI WhatsApp raffle in October

ALDI WhatsApp raffle in November

ALDI WhatsApp raffle comparison

“A Taste of ALDI Nord”

Challenge

ALDI Nord wanted to strategically use Instagram Stories to acquire newsletter subscribers and collect valuable customer data. The challenge: guiding users to an interactive experience directly within the story, without them having to leave the platform.

Traditional links in stories often lead to high bounce rates. Users expect a seamless, mobile-optimized experience directly within the Instagram environment.

Solution

LoyJoy was integrated directly into ALDI Nord’s Instagram Stories. An interactive raffle featuring 200 limited edition ALDI Nord Hackenporsche shopping carts as the main prize created an incentive to participate.

The chatbot playfully guides users through participation, from data entry to newsletter signup. All data is collected GDPR-compliant within the chat, without users having to leave the Instagram environment.

At the end, participants receive a link to current ALDI offers, which drives additional traffic to the ALDI website.

Results

The integration of LoyJoy in Instagram Stories significantly reduced the bounce rate. The interactive experience kept users engaged in the story longer and increased the conversion rate for newsletter signups.

ALDI Nord was able to acquire valuable customer data and newsletter subscribers, while simultaneously increasing brand awareness through the attention around the limited edition Hackenporsche.

The combination of an attractive raffle and seamless user experience led to high customer engagement and measurable success in lead generation.

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ALDI has come up with a special surprise for its birthday customers: a personalised dialogue with a chatbot.

Initial Situation

ALDI wanted to give birthday customers a personal moment of appreciation that stays memorable, and guide them directly into ALDI Fotowelt.

Solution

The chatbot accompanies birthday customers straight from an invitation email into a personal dialogue that is entirely about them and their special day. An ALDI Fotowelt voucher code awaits them there as a gift, and participants also have the chance to take part in a competition.

Results

• With the personalised birthday surprise in the chat, ALDI strengthens the relationship with its customers and increases customer satisfaction.
• The seamless transition between email, chatbot, and the photo world shop creates a genuine omnichannel approach that retains customers’ attention across all channels.
• The link to ALDI Fotowelt increases lead generation at the same time.

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ALDI North uses a chatbot from LoyJoy to inspire its customers with a playful personality test.

Initial Situation

The goal was to increase customer engagement with a playful format that actively involves customers, while collecting valuable customer data along the way.

Solution Concept

The chatbot guides participants through a playful personality test in conversation: they answer fun questions about their personality and find out which fruit or vegetable matches them. Along the way, they can win a shopping voucher, with name and e-mail address recorded directly in the chat. At the end, each participant receives a matching recipe suggestion.

Results

• Very positive response from participants, a sign of how well the playful format resonates
• Increased customer engagement through entertaining gamification elements such as funny pictures and emojis
• The recipe suggestion motivates participants to shop directly at ALDI North, turning the entertainment into a concrete reason to buy
• Stronger brand loyalty and valuable customer data collected

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ADAC Insurance is launching its campaigns for international travel health insurance just in time for the holiday season.

Initial Situation

Traditional landing pages rarely deliver the experience that prospects expect on channels like Instagram and Facebook, where they are used to a dialogue. Instead of relying on traditional landing pages, ADAC Insurance wanted to generate leads and sales for its international travel health insurance through an interactive dialogue.

Solution

Together with LoyJoy, an interactive chatbot was built, the first project resulting from the collaboration between ADAC and LoyJoy. It is integrated into ADAC’s existing systems via API and guides prospects end-to-end through the entire application process as a dialogue.

Results

• The entire application process runs seamlessly in the chat, without switching to a separate form
• Sales via digital channels are transformed into dialogue in line with modern trends
• High usability lowers the barrier to completing an application
• A modern customer experience that makes it easy and efficient to enter ADAC’s digital product world

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Eucerin is an internationally known dermatological skin care brand, and its wide range of products raises one key question for customers: which one actually fits their skin?

Initial Situation

Advising customers across such a large number of product lines for different skin conditions would take significant resources with a traditional, staffed approach. Eucerin needed a simple, resource-saving way to guide customers to the right recommendation.

Solution Concept

A chatbot for skin consultation was created for this purpose. With just a few questions, it leads to the right skin type and the matching products, as personal as a one-on-one consultation, but available anytime.

Results

• Already published in more than 25 Eucerin countries across Europe, the Americas, Africa, and Asia, proof that the concept carries across very different markets
• Participants particularly like the interactive, playful way of finding their individual product recommendation
• Products can be purchased directly online, so the advice leads straight to a purchase

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Westerwaldbank has introduced the AI assistant “Clara Wäller” with LoyJoy for customer service in banking.

Initial Situation

Traditional banking hours tie customers to fixed windows, and many requests otherwise wait until the next business day. Westerwaldbank wanted to give customers round-the-clock access to core service processes instead, through a convenient, AI-powered assistant.

Solution

With LoyJoy, Westerwaldbank built the AI assistant “Clara Wäller”, who helps customers with online banking, card and account enquiries, branch searches and the booking of appointments with an advisor. She resolves banking questions automatically and end-to-end, and hands over seamlessly to live chat whenever a personal conversation is needed.

Results

• Customers book appointments directly in the dialogue, in just a few simple steps, without calling during business hours
• Privacy-friendly implementation with encrypted data transfer and minimal data collection, important in banking especially

Video Testimonial

At data:unplugged, Westerwaldbank shares how AI support, live chat and over 30 automated processes are modernising customer service in banking.

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The coffee and coffee accessories manufacturer Melitta rewards the purchase of a coffee machine with cashback, redeemed directly in the chat.

Initial Situation

Traditional cashback campaigns often require a paper form or a switch to a separate portal, a media break that puts customers off. A playfully simple cashback redemption process within the chat itself, without that media break, was meant to increase sales of the machine.

Solution

With LoyJoy, Melitta built an AI Agent that guides customers through the entire cashback process: in the chat, they identify their product via barcode scan and register it directly. The receipt upload only takes place after a successful AI check, so the process stays simple for customers.

Results

Shoppers are enthusiastic about the uncomplicated process, which lets them redeem cashback without detours through paper forms or separate portals.

Video Testimonial

At data:unplugged, Melitta shares how the cashback process via chat and barcode scan rewards coffee machine purchases seamlessly, without any media disruption.

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Württembergische Gemeinde-Versicherung (WGV) has been offering needs-based insurance coverage since 1921 and lets novice drivers calculate and complete their YoungDriver policy directly in a chat, playfully instead of through a classic application form.

Initial Situation

The goal was to enable novice drivers without their own car to calculate and directly sign up for the matching YoungDriver insurance not through a classic application form, but in a playful chat dialogue.

Results

Just under 25 % of chat conversations led to a successful contract conclusion, a strong rate for a dialogue-based application path and proof that a playful dialogue can convince customers even when it comes to signing an insurance policy.

Testimonial

“We are very satisfied. That is of course mainly due to the product, but certainly also to a certain extent due to the nature of the dialogue.”

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With more than 145 years of experience in innovative heating technology, Vaillant places great importance on customer-oriented service and individual advice.

Initial Situation

Until now, customers usually had to contact customer service directly for the most common questions and for detailed product advice, which cost time on both sides. Vaillant wanted to make this information available directly on its own website and relieve the customer service team in the process.

Solution

With LoyJoy, an AI agent was built that goes beyond answering questions in the chat. It actively guides customers to the right product or content, something that previously required a direct conversation with customer service.

Results

Thanks to the convenient and engaging chat experience, Vaillant customers use the chat frequently to quickly find the right product or content, and it is especially popular for heat pump searches, a product category where advice matters most. The automated processes resolve customer issues directly in the chat, without a detour through customer service, while also reducing the workload of the customer service team.

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Puky is one of Germany’s best-known manufacturers of children’s bicycles, selling through stationary dealers as well as its own website, where customers previously had to search for the right bike without personal advice.

Initial Situation

On the website alone, customers lacked the personal advice they would get in a bike shop when buying a bicycle. Puky wanted a central digital touchpoint that would provide this kind of support online as well.

Solution Concept

Puky integrated a chatbot with several functions on its website that does not just inform customers but guides them to the right bike: automatic answers to common consumer questions, a way to find the nearest store and the right product, and a live chat option for more specific questions.

Results

• Common consumer questions are answered automatically and instantly, with no waiting time for customers
• Finding the nearest store and the right product is now done directly via chat
• For more specific questions, the live chat option provides personal contact when it is needed

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Goals: Open a complex insurance product to a young audience

CosmosDirekt is one of Germany’s leading direct insurers, serving close to 1.7 million customers from Saarbrücken. In 2025 it added around 152,000 new customers, up 13 % year on year, and was named Germany’s most popular motor insurer for the twelfth consecutive time in the DISQ customer satisfaction study.

The business model has one defining feature: there is no field sales force. Distribution and customer care run entirely direct. The service channel is the sales channel, which means the quality of the digital dialog directly determines new business.

With young audiences, that is demanding. Private accident insurance needs explanation: disability benefits, progression, accident pensions, rescue costs, plus premiums that depend on age, occupational group and leisure activities. A twenty-year-old does not read a product page about that. This audience is reachable where they already are.

Results: From sponsorship to conversation

CosmosDirekt is the main sponsor of Red Bull Gameball Royale. On the LoyJoy platform, the team translated that sponsorship into a chat-based dialog: a prize draw with an integrated educational element, promoted on Twitch, TikTok, Instagram and X.

The educational part is the real lever. Instead of product advertising, the dialog playfully explains which risks actually arise in sport and what accident insurance covers. That is exactly where cross-selling potential comes from: people who understand what a product is for become approachable.

The results: clearly increased engagement, more marketing consents granted, and measurably better cross-selling entry points thanks to the educational section.

For a distribution model without field sales, the side effect is strategic. Campaign reach turns into consent-based contacts in an audience CosmosDirekt barely reaches through classic channels.

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BRITA, expert for water optimization and individualization, offers a wide range of water filters that customers previously had to sort through on their own to find the right model. On the LoyJoy platform, BRITA introduced a product finder to solve exactly that.

Initial Situation

Without guidance, customers found it hard to quickly identify the right water filter among so many options, and many of these questions ended up with the sales team instead. The goal was to improve the customer experience: customers should find products quickly and easily, while the sales team gets relieved.

Solution Concept

The chatbot guides users through a dialogue straight to the right BRITA product, instead of leaving them to make the choice alone. The chat was launched in four countries: Spain, France, Belgium, and the Netherlands.

Results

• A playful way to find the perfect BRITA product, no prior knowledge of the different models required
• Significantly improved service experience through the guided dialogue
• More clicks on the products, a sign that the dialogue leads to the right choice
• More satisfied consumers

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Goals: Make prepaid simple without loading the hotline

congstar is Telekom Deutschland’s independent brand for fair mobile plans on the D network. More than 7 million customers rely on the Cologne-based provider, which passed one billion euros in revenue for the first time in 2024 with a team of around 300 people.

Service is not a side note for congstar, it is brand core: ranked first for customer service by Handelsblatt in 2026, test winner in the connect customer barometer 2026, and named fairest mobile provider by FOCUS MONEY eight years running.

That is exactly where the challenge sat. Topping up prepaid credit sounds trivial, but it is not: app, store, direct debit or automatic top-up, plus the question of which option fits your actual usage. Customers who have to read that on a web page drop off. Customers who call tie up a hotline meant for complex cases.

Results: A 54 % interaction rate instead of a dead end

congstar extended its top-up page with a chatbot on the LoyJoy platform. Instead of a table of options, a short conversational type test asks a few questions and recommends the right top-up method, including the direct path to complete it.

54 % of opened chats led to an interaction. Customers get a recommendation instead of an overview, around the clock and without waiting.

The conversational type test is deliberately designed as a small game, the “top-up quiz”, and an NPS feedback field at the end provides continuous quality assurance.

What mattered most to congstar was speed. The team built the dialog itself without coding and could adjust it at any time, with no IT project required. That is the precondition for improving service experiences iteratively instead of rolling them out once and then administering them.

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NIVEA Sweden wanted to launch its new product not just on a static page, but as an experience that actively engages website visitors. To do this, the brand turned to a chatbot from LoyJoy.

Initial Situation

The original, static landing page for the product launch barely held visitors’ attention, and many left the page without engaging further with the product. The goal was a significantly higher level of engagement.

Solution Concept

The chatbot transformed the product launch into an interactive experience that actively guides website visitors through the launch, instead of just letting them read.

Results

The campaign’s bounce rate dropped from 92% to 45%, meaning visitors stayed noticeably more often and engaged with the campaign.

Testimonial

“Just to see the Bounce Rate drop from 92% to 45% on this kind of campaign is insane. The change is massive.”

NIVEA Sweden

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For Géramont’s 50th anniversary, ich-liebe-käse.de wanted to offer customers more than a classic competition, an experience that matched the occasion.

Initial Situation

The goal was to increase sales and offer customers a competition for the anniversary that was more engaging than uploading a receipt on an ordinary promotion page.

Solution Concept

Using the LoyJoy platform, customers can engage with an interactive and entertaining birthday chatbot and upload their receipt directly in the dialogue. It turns this into a small experience and encourages customers to participate repeatedly.

Results

• Enhanced customer experience through the seamless chat feature of the LoyJoy platform, noticeably more personal than a plain form
• Repeated participation from customers, a sign that the promotion was genuinely enjoyable
• An element of fun and anticipation added to the promotion

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Goals: Retain existing customers in a market that no longer grows

At the end of 2025, Deutsche Telekom served 74.5 million mobile lines and 15.1 million broadband lines in Germany. Group revenue reached 119.1 billion euros.

The market itself has largely stopped growing. German broadband is broadly flat, and Telekom recorded a net loss of 49,000 broadband lines in 2025. That shifts the weight from acquisition to retention. Telekom steers customer satisfaction through its own index, which stood at 81.3 points across the group excluding T-Mobile US at the end of 2025.

In that environment, loyalty measures like a birthday gift are not a marketing nice-to-have but a management instrument. Which means redemption has to work: personalised, immediately clear and frictionless, online and in store. A voucher that dies in a form flow is a missed opportunity.

Results: 74 % interaction rate and 4.4 out of 5 stars

Telekom built its birthday chatbot on the LoyJoy platform. Customers are congratulated personally in the dialog, receive their personalised voucher and choose how to redeem it: order online or show a QR code in a Telekom shop.

The numbers show the format works:

• 74 % of opened chats led to an interaction.
• 47 % of customers left a rating, an unusually high share for voluntary feedback.
• 4.4 out of 5 stars on average.

The second figure is the notable one. Almost every second customer takes the time to rate the experience. That is itself a loyalty signal, and it gives Telekom continuous feedback on how the gift lands.

The dialog connects the online and store channels in one flow, operated by the business team itself and therefore adjustable year after year without a new project.

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Tchibo B2B, the business customer division of Tchibo, supplies companies, catering businesses and offices with customized coffee solutions, using a chatbot that finds the right solution through dialogue instead of a classic contact form.

Initial Situation

The right coffee solution for a company, a catering business or an office depends on many individual requirements that are hard to capture through a classic contact form. Tchibo B2B therefore wanted to efficiently capture customer requirements in order to provide tailor-made coffee solutions for business customers.

Solution Concept

The chatbot guides prospects through the relevant questions for lead generation and qualification. It asks about the requirements for the coffee solution in order to create individual offers from them.

Results

The chatbot, developed on the LoyJoy Conversational Platform, offers business customers a playful way to find the perfect coffee solution from Tchibo. The structured dialogue improves the service experience, reflected in higher product interaction and more satisfied customers.

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The DAX-listed company Covestro has teamed up with LoyJoy to develop a chatbot that gives specialist staff worldwide quick access to safety data sheets, regardless of country or language.

Initial Situation

Safety data sheets are essential for the safe handling of chemicals. Finding the right document among the many safety data sheets across different countries and languages used to be a time-consuming task for specialist staff, even though quick access was exactly what they needed.

Solution

With LoyJoy, a chatbot was built that asks specialist staff for country and language in the dialogue and guides them straight to the right safety data sheet, simple and time-saving instead of a tedious search.

Results

With LoyJoy’s conversational solution, Covestro has made customer service around safety data sheets significantly more efficient.

• Less manual effort, since the chatbot takes over the search
• Faster provision of information for specialist staff
• Higher customer satisfaction through direct access to the right document
• Better insights into customer needs that continue to improve service quality

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Kölln, the German oat manufacturer, uses the LoyJoy platform for a raffle that turns newsletter sign-up into an experience customers actually enjoy taking part in.

Initial Situation

A plain sign-up form rarely gets customers excited. To gain more newsletter subscribers, Kölln wanted to turn the experience into a real conversation and capture customer engagement that way.

Solution

With LoyJoy, Kölln built a chatbot that combines newsletter sign-up and the raffle in one dialogue: customers take part in the raffle by simply answering a quiz in the chat and subscribing to the newsletter along the way. The whole process happens solely in the chat, turning a simple sign-up into an experience.

Results

• 86% of chat sessions resulted in a raffle participation, a sign of how well the playful dialogue resonates
• Newsletter subscriptions reached a very high level, the actual goal of the campaign
• Customers get to know Kölln’s products in an entertaining way and have the chance to win various prizes

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Following the great success of the previous year, Eucerin España once again launched a chat-based Advent calendar in 2024 with the help of the LoyJoy platform.

Solution

Every day during Advent, customers had the chance to take part in an exciting quiz, keeping Eucerin part of the conversation throughout the month rather than for just a single moment. With the correct answer, participants qualified directly for the competition.

Results

Eucerin’s competition was, once again, a complete success.

• Over 25,000 entries
• High user activity and impressive conversion rates, a sign that the format resonated with customers
• Valuable opt-ins for personalized product information that keep Eucerin in dialogue with customers beyond the campaign

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Goals: Resolve service requests without adding headcount

Evangelische Bank is Germany’s largest church bank, with 8.83 billion euros in total assets and 22.3 billion euros in customer volume under management. It finances hospitals, care facilities, youth and disability services, education and affordable housing across 13 branches nationwide.

Pressure comes from two directions. The bank’s clients in the social and healthcare sector and in the church are themselves dealing with cost pressure and structural underfunding. At the same time, governance, risk management and sustainability requirements tie up significant internal resources. Over ten years the bank reduced headcount from more than 500 to around 400 while almost tripling operating profit per employee.

In that setup, service automation is not an efficiency project, it is a necessity. But under conditions that leave no room for uncontrollable AI: every automated answer has to be correct, traceable and containable.

Results: More than 95 % answered automatically

On the LoyJoy platform, Evangelische Bank built a chat experience powered by generative AI. Customers either follow guided paths to key information or simply ask their question in their own words, instead of clicking through a menu structure.

More than 95 % of requests are answered automatically. The service team is freed from recurring standard enquiries and focuses on cases where advisory expertise and accountability genuinely matter.

For a supervised institution, what the AI Agent does not do matters just as much. Answers draw on the bank’s approved knowledge, remain auditable and can be scoped by subject. The LoyJoy platform is made in Germany, hosted in the EU and designed for GDPR, the EU AI Act and DORA.

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Business Goals

Aiming to bolster its global customer service, SCHOTT CERAN sought to incorporate a chat feature for quick access to FAQs and a platform for inquiries. Behind the scenes, a generative AI, trained on SCHOTT’s documents, ensures precise responses.

Available in 10 languages, the chat is designed for a global user base.

Results

With the assistance of LoyJoy, the chat, along with its generative AI, was launched globally in just a few weeks in October 2023.

The journey continues as SCHOTT plans to expand the chat’s knowledge base and processes, a task managed by the SCHOTT team themselves.

Video Testimonial

At data:unplugged, SCHOTT AG shares how they rolled out an AI chat in 10 languages globally in just a few weeks – and what sets this solution apart from others.

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DEPT, a pioneer in technology and marketing, wanted to automate its career and application processes.

Initial Situation

Attracting top talent is of utmost importance to DEPT. The goal was to give applicants a noticeably faster, more engaging candidate experience than the application process had offered so far.

Solution Concept

Together with LoyJoy, a chatbot was created that provides applicants with information about DEPT and links to all vacant positions, directly in conversation. The chat runs completely on the LoyJoy platform and surprises applicants with many animations and videos around DEPT. Candidates get a vivid impression of what DEPT is all about and can explore all the open positions directly.

Results

This gamified approach gives candidates a whole new experience of what a state-of-the-art application process can look like, delivering exactly the difference DEPT set out to make.

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zeb, one of the leading strategy, management and IT consultancies for the financial services industry in Europe, has created a new recruiting experience for their talent acquisition, so candidates get fast, direct access to the information that really matters for their application.

Initial Situation

Candidates should get fast, direct access to information about open positions, the application process and the right contact persons. zeb wanted to move away from the classic application experience and create a new, exciting format for its talent acquisition instead.

Solution Concept

Based on the LoyJoy platform, a new recruiting experience was implemented on zeb’s website. The avatar zeb.RA, short for zeb Recruiting Assistant, guides applicants through the chat and takes them straight to the information they need about vacancies, the application process and contact persons, instead of leaving them to search on their own.

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Stadtwerke Herne wanted to take its customer chat to the next level and enhance it with GPT AI, so that customer inquiries would be resolved not just quickly but also precisely. Together with partner Trianel, a new experience was developed.

Solution

Trained using an extensive knowledge base, the AI agent named “Erna” resolves customer inquiries with coherent responses and impeccable accuracy. Erna supports customers end-to-end, from meter readings through to payment adjustments.

Results

Erna is available to customers of Stadtwerke Herne at all times, resolving inquiries quickly, precisely and reliably, and in doing so frees up the customer service team to spend more time with its customers.

• Higher conversion rates, because customers can start their request right away in the chat instead of putting it off
• Lower processing costs thanks to the structured handover to the service team
• More efficient processes thanks to direct, form-free communication
• Greater customer satisfaction and stronger customer loyalty

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Savencia, a long-time LoyJoy customer, built an AI Agent called “Käse-Karl” for its German web portal “ich-liebe-käse.de” (I love cheese), one that resolves questions about cheese products directly and introduces new recipes along the way.

Initial Situation

Savencia wanted to offer customers a new way to connect with the brand, not just informational, but in direct dialogue. The goal was an AI-powered chat experience that makes exactly this possible.

Solution Concept

With Käse-Karl, an AI Agent was built that answers questions about Savencia’s cheese products and guides users through matching recipes, rather than simply informing them. Along the way, it recommends recipes featuring Savencia’s cheese.

Results

• New AI cheese chat experience on the website, an additional channel for brand interaction
• Customers interact with their favorite cheese brand on a new level
• Higher recognition of the different cheese varieties through the recipe recommendations in the dialogue

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ALDI ran a raffle for its “ALDI Original” fashion collection, created by artists from all over Germany, to strengthen customer loyalty.

Initial Situation

To increase customer loyalty and sales, ALDI created an entirely new fashion collection, “ALDI Original”. For the launch, the collection was meant not just to be shown, but to invite people to take part.

Solution

With LoyJoy, ALDI built a chatbot for the raffle: users upload an ALDI receipt in the chat, the more receipts, the higher the chance of winning an exclusive piece from the collection. The chat was rolled out right where the audience already is, on TikTok, Snapchat, Instagram, in ALDI stores and on the website.

Results

• The implementation across multiple channels led to a skyrocketing interaction rate with a huge number of conversations, a sign of how well the participatory format works across channels
• The chat was shared repeatedly with friends and family members, carrying the campaign forward on its own
• Fun fact: the most popular piece was the “Hoodie Milchmäuse”

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Business Goals: Scaling coffee advice without scaling the service team

Melitta is an internationally operating, family-owned group with a wide range of brands and products: coffee, coffee machines, and household products.

This very breadth is the challenge: coffee enthusiasts expect instant, competent answers – from choosing the right fully automatic machine to brewing questions and the right coffee for their machine. Classic FAQ pages and product filters cannot deliver this depth of advice, and personal consultation does not scale across markets and languages.

Melitta wanted advice that is available around the clock, grows with inquiry volume, and can be rolled out to new markets without an IT project.

Solution: A generative AI agent, run by the Melitta team itself

On the LoyJoy Platform, Melitta set up a generative AI agent that makes the brand’s product and coffee knowledge available directly in chat:

• Customers ask questions about coffee machines, coffee and other products in natural language and receive well-founded, on-brand answers.
• The AI agent recommends suitable products and links directly to the relevant articles – turning advice into a concrete next step.
• The Melitta team controls the agent’s content, knowledge and behavior itself via the LoyJoy Platform – without coding and without waiting for development resources.

Results: From the Netherlands to Belgium – live in two languages

The AI agent launched in the Netherlands and has been answering advisory inquiries around the clock ever since – resolved faster, no searching, no waiting for service.

Following the successful launch, the agent was rolled out to Belgium, bilingually in Dutch and French. The new market went live on the same platform – no new project, no new infrastructure.

The rollout shows how consumer brands scale advice market by market with LoyJoy: one concept, built once, rolled out language by language.

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Goals: Reach candidates who will not read a careers page

SCHOTT was founded in 1884 by Otto Schott together with Ernst Abbe and Carl Zeiss. Today, with around 17,400 employees in more than 30 countries and 2.83 billion euros in revenue, it is one of the leading specialty glass groups. Its sole shareholder is the Carl Zeiss Foundation, one of Germany’s oldest foundations.

Recruiting at SCHOTT is structurally complex. Vocational training runs at seven German sites, from Mainz and Jena through Mitterteich and Landshut to Grünenplan, Ilmenau and Müllheim, across three fields: technical, scientific and commercial. Some professions exist at only one site, such as surface coating technicians in Landshut or glass process mechanics in Grünenplan. In Mainz alone, 160 apprentices are in training.

For candidates that raises a chain of questions: which profession, at which site, with which qualification, and what happens after training? The answers are on the careers site, but they are spread across it. And the audience ranges from school leavers to experienced specialists, with very different expectations of an application process.

Results: From information to application in one dialog

SCHOTT integrated a career assistant built on the LoyJoy platform into its careers portal. It is the low-barrier first point of contact: questions about roles, locations, requirements and process are answered with AI directly in chat, without navigating the site structure.

Crucially, the assistant does not stop at information. Candidates can apply right inside the chat. An information request becomes a completed case at exactly the moment motivation is highest.

The outcome: SCHOTT attracts talent across all generations. The assistant convinces through intuitive handling and fast AI-generated answers, while relieving the recruiting team of recurring standard questions.

The business team maintains the assistant itself. New roles, new locations or changed requirements are an adjustment in the dialog, not a development ticket.

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Beiersdorf Spain partners with Real Madrid to promote the NIVEA MEN Fan Club and turn soccer fans into NIVEA Club members.

Solution

Built on the LoyJoy platform, the standalone app turns soccer fans into NIVEA MEN fans directly: with product tips for NIVEA MEN and the chance to win VIP tickets and merchandise.

Results

With LoyJoy, NIVEA MEN reached its goal faster and with less effort than a custom-built setup would have required.

• Launch in just 4 weeks
• No need to develop a custom landing page, since the app runs entirely on the LoyJoy platform
• Higher interaction rates thanks to LoyJoy as the chosen tool
• Additional leads generated through active recommendation

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Business Goals

The Senger car dealership group with 40 locations faced the challenge of optimizing the time-consuming process of data collection in sales. Salespeople had to request various personal data during customer consultations and manually enter it, which distracted from the actual sales conversation.

The goal was to digitize and automate this process to give sales staff more time for personal customer consultation. With a specially developed LoyJoy chatbot, all necessary customer data should be collected automatically and in a structured manner.

At the same time, Senger wanted to improve data quality and create seamless integration with existing CRM systems to optimize downstream processes.

Results

The implemented chat represents a significant relief for sales staff, who can now focus entirely on customer consultation instead of wasting time with manual data entry. The efficiency of sales conversations could be noticeably increased.

Customer data is now automatically and error-free stored in the digital database, which considerably improved data quality. The seamless integration allows customers to be contacted promptly and specifically with relevant offers, leading to a significantly higher follow-up success rate.

The system is now deployed across all 40 locations and has noticeably increased customer satisfaction through personalized service.

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The start-up Jobin Hood uses LoyJoy as a central app to bring trainees and companies together directly in a chat, simpler and faster than classic application routes.

Initial Situation

Communication between companies and trainees via classic application routes is often slow and cumbersome. Jobin Hood wanted a simple and fast way to communicate instead, bringing both sides directly together.

Solution Concept

The chat brings trainees and companies directly together and embodies Jobin Hood’s business model one to one. Jobin Hood developed the chat itself, proof of just how user-friendly the LoyJoy platform is.

Results

Through LoyJoy, Jobin Hood achieves innovative, contemporary matching of employees and employers in a direct 1-2-1 dialogue, more personal and faster than the route via classic application processes.

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The Westfalen Group is active in technical gases, refrigeration and heating, service stations and mobility, and respiratory home therapy.

Initial Situation

Finding the right information about Westfalen’s different liquid gas offers and submitting a concrete inquiry wasn’t easy enough for customers and leads. Westfalen wanted to change exactly that.

Solution

With LoyJoy, an AI Agent was set up on the LoyJoy platform that informs customers in a dialogue and takes their liquid gas inquiries directly, instead of pointing them to a form.

Results

• The interactive chat interface works better than any traditional request form, because inquiries arrive directly and without detours
• The automation saves the service staff time when handling liquid gas inquiries

Video Testimonial

At data:unplugged, Westfalen AG explains how the AI chat makes liquid gas inquiries more direct than any traditional form, with noticeable relief for the service team.

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For their 2023 Christmas campaign, Savencia delighted their customers with a great Advent calendar based on the LoyJoy platform.

Initial Situation

Savencia is one of the first customers of the LoyJoy platform, and the first Advent calendar already launched back in 2018. What began as an early test has stuck: the Savencia team continues to be an enthusiastic and avid user of LoyJoy.

Solution Concept

Implemented on their German consumer platform ich-liebe-kaese.de, the Advent calendar offered customers daily changing prizes, with the chance to win a grand prize of a travel voucher, a reason to return to the page every day in December. It was also promoted on social media to reach an even wider audience.

Results

• High participation numbers and a fantastic conversion rate, proof of how well the daily prize campaign resonates with customers
• A valuable traffic bringer with bigger success each year, a sign that the format has proven itself over time

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The telecommunications brand Congstar created a unique Easter experience for its customers with the LoyJoy Conversational Platform.

Initial Situation

A classic Easter raffle campaign generates entries, but rarely the dialogue that builds customer loyalty and delivers valuable customer data at the same time. Congstar therefore wanted to extend its traditional campaign with an innovative, digital experience to strengthen customer loyalty and acquire new customers. At the same time, valuable customer data was to be collected and newsletter registrations generated to improve long-term customer communication.

Solution

With LoyJoy, an entertaining, playful chatbot on the Conversational Platform guided customers through an Easter experience that goes far beyond a conventional raffle, while collecting valuable data for Congstar along the way.

Results

• Over 128,000 participants
• A conversion rate of 95%, a sign of how well the digital experience resonates
• High brand awareness through the viral success of the campaign

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For the YouTube format “A Taste of ALDI Nord”, ALDI Nord uses a chatbot to interactively engage Gen Z.

Initial Situation

A YouTube video alone can be watched, but not shaped. For the “Family Flavour” and “Ein Bissen” series of the YouTube format “A Taste of ALDI Nord”, aimed primarily at Gen Z, ALDI Nord wanted to actively involve the community and invite them to submit family recipes or local restaurants.

Solution

To make submitting as simple and interactive as possible, ALDI Nord uses a chatbot for this, which is advertised on the social media channels TikTok and Instagram, among others.

Results

• With the LoyJoy Conversational Platform, ALDI Nord was able to successfully engage Gen Z interactively and establish a direct dialogue, instead of just delivering another video to watch.
• The seamless integration of the chatbot on TikTok and Instagram made it possible to reach the young target group in a personal and appealing way, right where they already spend their time.

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Eucerin Austria has integrated a versatile chatbot on its website that advises users on anti-pigment products in a personal dialogue, instead of leaving them with plain product pages.

Initial Situation

Eucerin Austria wanted to bring its customers even closer to their favorite skincare brand, with a personal experience that goes beyond classic website content.

Solution Concept

Through the chatbot, users can take part in a competition, find out about anti-pigment products individually and have a skin analysis carried out in a dialogue, instead of just browsing product pages. GDPR-compliant marketing consent is also obtained within the chat.

Results

• Interactive media and regular competitions bring consumers closer to their favorite skincare brand, a sign of real brand engagement rather than a one-off website visit
• New marketing consents obtained through the integration of the newsletter registration lay the groundwork for direct communication with the brand beyond the chat

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Goals: Launch a product from within the brand

Hansaplast launched the first wound plaster with a gauze pad in Hamburg in 1922, making self-treatment of minor wounds possible in the first place. Today the Beiersdorf brand leads the German wound care market with a portfolio of more than 200 products: plasters, wound sprays, ointments, bandages, tapes, hydrocolloid and scar plasters.

That breadth is the actual reason advice is needed. Launching the Aqua Protect plaster is not just about it being waterproof. It is about the right size from strip to 4XL, about when a waterproof plaster is the right choice at all, and about the recommendation to change it daily for hygiene reasons.

For the launch, Hansaplast wanted to achieve two things at once: find genuine product testers who would try the plaster in everyday life and give feedback, and win new newsletter subscribers in a GDPR-compliant way.

Results: One playful dialog, two goals

On the LoyJoy platform, Hansaplast built a playful chat dialog that combines both goals in one flow. Prospects learn what Aqua Protect is made for, apply as product testers and subscribe to the newsletter in the same conversation, with documented consent.

The outcome: a significant increase in newsletter subscriptions alongside greater awareness of the new Aqua Protect plasters.

The mechanism is a deliberate choice. Applying as a product tester is a far more attractive exchange for an email address than a plain newsletter form. And because application and opt-in happen in the same dialog, the process does not break between two pages.

The marketing team built the dialog itself, without coding. For a launch timed to a retail window, that is precisely what determines the start date.

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Goals: Introduce a complex innovation with precision

NIVEA is one of the world’s largest skin care brands, present in around 200 countries. Behind it stands Beiersdorf, with 9.85 billion euros in group revenue, 22,399 employees and 365 million euros in R&D spend in 2025.

LUMINOUS630 is a good example of why skin care needs advice. Its active ingredient Thiamidol is the result of more than 20 years of Beiersdorf research: over 50,000 molecules screened, more than 120 clinical studies with over 9,000 participants. In late 2025, a global consensus paper by ten leading dermatologists recommended Thiamidol unanimously as both first-line and maintenance therapy for hyperpigmentation.

A substance like that does not explain itself on a shelf label. Application frequency, realistic expectations about results, and the clear boundary to moles and unclear pigment spots, where the right next step is a dermatologist, all belong in the conversation. The Swiss market was to be developed in dialog, not through a reach campaign.

Results: Four goals in one chatbot

NIVEA Switzerland ran the launch on the LoyJoy platform and combined four goals in one dialog: build awareness for LUMINOUS630, win new members for the myNIVEA loyalty programme, register product testers, and collect marketing consents in a GDPR-compliant way.

The result is a closed loop. Everyone who registers becomes part of a qualified group that NIVEA can use for product tests and for marketing new launches, with documented consent as the basis. A campaign becomes a lasting audience.

The marketing team built the experience itself, without coding. For a country organisation that has to react quickly to launch dates set by headquarters, that is the decisive point: the launch date sets the start, not the availability of development resources.

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Goals: Resolve a complex choice in conversation

BRITA invented the household water filter in 1966 and today, with 727 million euros in revenue, around 2,400 employees and a presence in 70 countries, is one of the world’s leading providers of drinking water optimisation. 81 % of revenue comes from outside Germany. France is one of the most important international markets, served by its own country organisation with over 50 million euros in revenue.

The French market is both attractive and demanding. Bottled water is deeply embedded in consumption habits, and the motives for switching to filtered tap water vary widely: taste, limescale, chlorine, plastic avoidance, cost. In a survey by Eau de Paris, 50 % of bottled water drinkers named taste and 48 % named less limescale as the decisive factor.

For product choice that means cartridge type, replacement interval, device variant and local water hardness are all connected. Trying to resolve that across product pages and FAQs loses prospects along the way.

Results: Advice and lead generation in one dialog

On the LoyJoy platform, BRITA France brought several use cases together into one chatbot on its French website. Prospects get conversational advice on water filters and receive a recommendation that fits their situation, instead of a product catalogue.

In the same dialog they can subscribe to the newsletter, GDPR-compliantly. Advice turns directly into a marketing contact, with no channel switch and no second form.

The structural advantage lies in the platform logic. Advice, newsletter opt-in and further use cases run in one agent that the local team maintains and extends itself, without coding. A new product line or a new occasion no longer requires new campaign infrastructure.

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The Fachhochschule des Mittelstands (FHM), one of the leading private universities in Germany, offers prospective students an AI Agent for study advice that resolves questions directly in dialogue, instead of routing them to the student advisory team first.

Initial Situation

Prospective students should get questions about all study programs and the university in general answered quickly and interactively, not only after reaching out to the student advisory team, but in the moment the question comes up.

Solution Concept

Thanks to the GPT integration, the advisory AI Agent resolves questions about all study programs and the university in general directly in dialogue, on the spot and without a detour via the student advisory team.

Results

• All questions about studying are answered interactively and without any waiting time
• This reduces the workload of the student advisory team, because the AI Agent resolves the most common questions on its own
• The target group of GenZ prospective students is inspired to study at FHM in a playful way, through a format that matches their expectations of fast, digital communication

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Eucerin is introducing a digital patient brochure that supports pharmacies and dermatologists in advising patients individually, accessible everywhere and no longer tied to a printed edition.

Initial Situation

To support pharmacies and dermatologists in advising patients individually, Eucerin wanted to replace the classic, printed brochure with a digital version that can be accessed flexibly from any mobile device via QR code. Eucerin uses LoyJoy as the central app for this.

Solution Concept

With LoyJoy, a chatbot was created that turns the patient brochure into a chat dialogue, guiding patients through a conversation about various skin conditions and matching products instead of leaving them with plain reading material.

Results

With LoyJoy as a technology platform, Eucerin achieves innovative digital advice on various skin conditions and products in a chat dialogue that gives patients exactly the answers they need in the moment. The expansion speaks for itself: in addition to the patient brochure on acne, four more digital brochures are currently in the works.

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The pharmaceutical company Bionorica offers its customers a new experience for the product Canephron® with the chatbot Vroni, a personal self-test instead of a plain product page.

Initial Situation

Anyone noticing the first signs of cystitis usually wants a quick assessment right away, something a classic product page alone cannot offer. Bionorica therefore wanted to give its customers a new experience for the product Canephron®.

Solution Concept

The chatbot Vroni guides visitors through a free cystitis test, links to further articles on the subject of cystitis, and turns a simple information search into personal guidance. Interested parties can also sign up for the Bionorica newsletter directly.

Results

Implemented on the Canephron® website and developed on the LoyJoy Conversational Platform, Vroni offers interested parties important information about cystitis through dialogue rather than just text to read, while also introducing the Canephron® product. In addition, anonymized data is collected for studies and internal purposes.

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Goals: Scale vehicle-specific advice

Thitronik develops, tests and manufactures security technology for motorhomes, caravans, commercial vehicles, yachts and homes entirely at its site in Eckernförde, Germany. Founded in 2010 and owner-managed, the company reports more than 50 employees, over 700 trade partners and more than 100,000 customers. Manufacturers including Hobby, Hymer, Dethleffs, Carado and Concorde use Thitronik products.

The market is growing and ageing. In April 2025, the German motorhome fleet passed one million vehicles for the first time, more than double the 2017 figure. Over 58 % of owners are 50 or older, with 60 to 69-year-olds the largest group.

The products need explanation. The WiPro III safe.lock wireless alarm controls central locking on a vehicle-specific basis and is configured differently depending on base vehicle and model year, from the Fiat Ducato through Mercedes Sprinter and VW Crafter to Renault Master. Add gas detectors, water alarms, fingerprint access and tracking systems, all modular. Advising here means bringing base vehicle, model year and retrofit situation together.

Results: Answers from all product documentation, at any time

Thitronik embedded an advisory chatbot built on the LoyJoy platform into its own website. The agent draws on the complete product documentation and answers product questions in dialog, instead of pointing customers to data sheets and FAQ pages.

The benefit works in two directions. Customers get immediate help regardless of the time of day or workshop opening hours, precisely when a question comes up on the road. And the service team is relieved of recurring product questions and can focus on complex cases: installation and retrofit advice, factory service, exceptions.

For a company of this size, that is the point. Round-the-clock advice does not come from more staff, it comes from making existing product knowledge conversational.

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An exclusive competition was developed for the Diamant community on the LoyJoy platform, designed to reward existing members while also generating new newsletter sign-ups.

Solution

Participation was reserved exclusively for members of the Diamant community. Following the competition, users could sign up for the Diamant newsletter, another way to stay in touch. The campaign was advertised both on the website and on Diamant’s social media channels.

Results

The community competition quickly proved to be a great success and showed that exclusive campaigns for members are an effective lever.

• Many new registrations for the community, a direct result of the exclusive participation requirement
• Strong uptake of the optional newsletter registration, a sign that users wanted to stay in touch with Diamant

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Business Goals

As an IT provider and software manufacturer, DTS has stood for innovation and expertise throughout Germany and Europe since 1983. The company wanted to modernize its customer service while relieving the burden on the service team.

With the implementation of LARS (Likeable Artificial Robotic Support), DTS offers customers, leads and applicants a generative AI agent that is available 24/7 and intelligently answers complex IT questions.

LARS was designed not just to answer simple inquiries, but also to provide product consultation and generate qualified leads for the sales team.

Results

Based on the LoyJoy Conversational Platform and supported by GPT-AI, DTS has significantly increased information availability, noticeably improved user interaction and considerably enhanced website usability.

LARS now automatically answers a large portion of incoming customer inquiries, routing only complex cases to the human service team. This resulted in a substantial reduction in processing times and noticeably higher customer satisfaction.

The sales team benefits from better qualified leads that LARS pre-categorizes and enriches with relevant contextual information.

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Business Goals

Founded in 2014, the company’s benefits software offers a user-friendly solution that allows companies to make various exclusive offers to their employees. Belonio wanted to digitize and automate their consulting process to reach more potential customers.

Based on the LoyJoy platform, the Belonio team has independently developed an intelligent chatbot that provides personalized advice to help interested parties find the right benefits for each individual business. The chat was designed to both improve the customer experience and relieve the sales team from routine inquiries.

The goal was to create a 24/7 available digital consultant that could conduct complex advisory conversations and generate qualified leads.

Results

The innovative advice via chatbot offers Belonio a highly efficient and interactive way to generate leads and significantly relieve the service team. The chatbot automatically conducts a large portion of initial consultations and pre-qualifies leads.

This resulted in a noticeable reduction in consultation time for the sales team and enabled significantly higher lead processing capacity. The conversion rate from website visitors to qualified leads could be substantially increased.

All processes are handled in strict compliance with GDPR, which strengthens the trust of Belonio’s enterprise customers and positions the company as a technologically advanced partner.

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TRUMPF is a leading global family-owned company that develops machine tools, laser technology and electronics for industrial applications.

Initial Situation

Questions about the company used to land directly with the customer service team. TRUMPF wanted to support customers and leads on its company website itself, increase customer satisfaction and reduce the workload of the customer service team.

Solution

With the help of the LoyJoy platform, TRUMPF built an AI Agent on its company website, powered by generative AI, that gives customers and leads round-the-clock answers based on the TRUMPF knowledge database, without a detour through customer service.

Results

• Customers and leads get answers to questions about the company directly on the website, without a detour through customer service
• Increased customer satisfaction, because answers are available immediately
• Reduced workload for the customer service team on these standard enquiries

Video Testimonial

In this interview at data:unplugged, TRUMPF shares how their digital sales assistant qualifies leads around the clock worldwide, and why LoyJoy was the right platform for it.

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Business Goals

DA Direkt is a German online direct insurer and part of the Zurich Group Germany. Its insurance products have already won numerous awards.

The LoyJoy chat supports sales and includes a complete application process. It advises customers on pet health insurance, calculates prices individually and thus wins new customers. The chat is directly connected to DA Direkt’s CRM system to seamlessly transmit leads. The website is also connected to the chatbot and automatically takes over the data from the chat. The chatbot was implemented by the DA Direkt team in-house.

Results

The chat is the first product from the collaboration between Zurich Group Germany and LoyJoy. LoyJoy won the Zurich Innovation Championship, a global competition, in 2024.

The chatbot successfully generates new leads and contracts for DA Direkt in key target groups via social media channels such as Instagram and Facebook.

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Milkana is a brand from Savencia’s diverse range of cheeses.

Initial Situation

The marketing campaign in cooperation with the fashion company Takko Fashion aimed to increase reach and sales for Milkana, reaching beyond Savencia’s own audience.

Solution

For every Milkana product purchased, customers could redeem an on-pack code directly in the LoyJoy chat and received a personalized €10 voucher from Takko in return, a direct bridge between the two brands.

Results

The collaboration with Takko Fashion was no one-off for Savencia, but part of a proven approach: as a long-standing partner, Savencia consistently uses the LoyJoy platform for competitions and marketing campaigns on the ich-liebe-käse.de consumer platform. The fact that these campaigns are very popular and regularly increase sales of Savencia’s products shows that the approach has proven itself over time.

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About the Company

VR TeilhaberBank was created in 2021 from the merger of three cooperative banks and, with a balance sheet total of 5.2 billion euros, is one of the largest VR banks in Bavaria. More than 91,000 “shareholders” form the basis of the financial institution.

VR TeilhaberBank at a Glance

• Industry: Financial services
• Employees: over 700
• Market/Region: strongly anchored in the Nuremberg metropolitan region
• Target group: Private and corporate customers in the mid-market segment, cooperative members

Key Facts about the Project

• Implementation duration: 3 to 6 months
• Three functional areas: Mia GPT, Mia Search, Mia Assistants
• Data protection compliant hosting: Pure EU hosting by LoyJoy and LLM via Microsoft Azure in the EU
• Demonstrable reduction of search efforts in information retrieval
• Project management by internal innovation team, supported by LoyJoy experts

Initial Situation

After the merger, the cooperative bank faced a typical challenge: How can knowledge and work instructions from three organizations be efficiently bundled, kept up-to-date, and made accessible?

There were the following central problem areas:

• Distributed knowledge sources: over 1,000 PDF documents, websites, blogs, product information and the intranet
• High search effort: Employees often needed 5 to 30 minutes for information research
• Earlier rule-based chatbot was not very powerful, inflexible and not scalable
• Technological objective: Integration of a secure, generative AI solution that supports both classic, rule-based workflows and generative AI use cases

Already in 2021, the first internal chatbot “Mia” was introduced. This was then replaced by the LoyJoy platform and its generative AI from 2023 onwards and further developed on it. VR TeilhaberBank was a real pioneer here: While many financial institutions were just beginning to deal with the potential of generative AI at that time, VR TeilhaberBank already had its AI-based conversational solution with LoyJoy in implementation.

The Project

Solution Concept & Technical Setup

In close cooperation with LoyJoy, the existing chatbot “Mia” was converted into a modular, AI-supported solution – directly integrated into the intranet and accessible to all employees.

Special attention was paid to handling sensitive information in the banking environment: Mia works completely GDPR-compliant, is hosted in the EU thanks to LoyJoy, and meets all requirements regarding information security, data protection and compliance.

Through in-house operation, full data sovereignty remains with the bank, external processing by third-party systems is excluded. System prompts and role control were also designed so that sensitive content can be processed safely and contextually accurate. Additionally, employees receive a prominent notice directly in the interface not to enter personal data.

The solution consists of three sub-areas:

1. Mia GPT – Context-sensitive Response Intelligence

Generative AI, enriched with systematic prompts: considers role, department and communication guidelines

Used for:

• General questions
• Text creation (e.g. customer letters, website content, blog texts)
• Translations in the consulting context

Operation exclusively on EU servers with encryption for data storage and transfer: GDPR-compliant, no external data processing

2. Mia Search – Semantic Knowledge System

Intelligent querying of all internal data sources and thousands of documents

Content:

• Work instructions
• Internal blog
• Product documentations
• External websites

Compressed answers with linking to the original source

Relevant use cases:

• “What applies to mobile working?”
• “What regulation exists for sick leave certification?”
• “How does the process of a name change work?”

Prompting workshops for employees for internal introduction

3. Mia Assistants – Specialized GPTs for Daily Work

Subject-specific AI modules for individual use cases

Examples:

• Customer communication in bank tone
• Web texts in corporate wording
• Translations for international consulting

Goal: Standardization, quality assurance & time savings

The LoyJoy Solution

• Maximum reduction of search time: previously up to 30 minutes, to sometimes just a few seconds
• Efficiency increase: If you assume a cost saving of only 5 euros per search process, this adds up to a considerable calculated saving. In addition, there is the considerable time saving.
• Higher quality: The integrated knowledge structure also improves the maintenance of content – errors, duplications and outdated information become visible
• High acceptance: internal surveys show broad approval
• Relief of internal expert teams: Standard questions no longer need to be answered individually by the specialist department
• Strengthening of innovation culture: including through “AI Festival” and “AI Campus” with gamified formats, lectures and prompter challenges

Thanks to specialized LoyJoy templates for Volksbanken, many use cases can now be implemented even more efficiently. Further success cases together with the Cooperative Financial Group are:

• R+V Insurance
• Westerwaldbank
• Evangelische Bank

What’s next?

The next steps in the AI project of VR Teilhaber Bank focus on the targeted further development of the so-called “Mia Assistants”. The goal is to expand the existing use cases and enable even more specialized applications in the future – for example through individualized writing assistants for customer communication, web texts or internal translations. In addition, the expansion of the knowledge base is continuously reviewed and flanked by systematic quality control in order to keep all internal information sources consistent and up-to-date in the long term.

Covestro is one of the world’s leading manufacturers of high-quality polymer materials. So that customers and leads no longer have to piece together information themselves, the AI agent “Carli”, powered by generative AI, was implemented based on the LoyJoy platform.

Solution

Users can find out about Covestro products, case studies and webinars, or enter a question directly into the free text field. Carli guides them through the dialogue to the right answer. When further support is needed, Carli connects leads directly with the right contact person.

Results

With the LoyJoy platform, Covestro has implemented a powerful service agent that supports customers and leads around the clock, regardless of time zone or business hours, and contributes to a new, interactive experience.

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