Paul Hartmann AG: AI Agents for Wound Management

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

Watch the Case Video

Play

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.