Success Cases
Evangelische Bank: 95 % of Chats Resolved by AI
Germany's largest church bank answers over 95 % of chat requests automatically with generative AI. Traceable and regulatorily sound.
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.