Customer

PAUL HARTMANN AG is an internationally active company based in Germany and one of the leading suppliers of medical and care products. HARTMANN is particularly known for its solutions in the fields of wound management, incontinence care and operating theatre safety.

• Turnover 2023: € 2.4 billion
• Over 91,000 employees in over 100 countries

The Task

As an innovator in the healthcare sector, Paul Hartmann AG has developed two pioneering chatbots together with LoyJoy to improve digital customer communication. The aim is to make medical expertise relating to wound care and nursing more accessible.

• Communicate specialised information
• Improve customer interaction
• Optimise customer service

Customised solutions: Eva wound management chatbot

An innovative chatbot with a voice avatar was implemented with the help of the LoyJoy platform. Eva understands text and voice input and responds in chat and as a live avatar. With the introduction of Eva, Hartmann has turned chat into an interactive dialogue experience.

Watch the Case Video

Customised solutions: Zoë wound care training chatbot

LINK is Hartmann’s medical and scientific knowledge platform for healthcare professionals. It offers content relating to wound care, studies, product knowledge and further training. Chatbot Zoë supports professionals on LINK, e.g. by providing targeted links to relevant content on the platform.

Data sovereign & future-proof: how it works at Hartmann

LoyJoy uses content from Hartmann’s existing internal systems - including SharePoint, OneDrive, PIM and TeamCenter - so that the chatbots Eva and Zoë can provide well-founded answers. All data remains completely under Hartmann’s control, within its own Azure cloud. The content is automatically updated, pre-processed and made available to the chatbot in a structured format.

The result:

• ✅ Up-to-date, verified information
• ✅ No data forwarding to third parties
• ✅ Seamless integration into existing IT systems

Response quality increased to 98% - thanks to targeted data optimisation

To further improve the response quality of the chatbots, Hartmann worked closely with the AI consultancy Hyperson. The focus was on optimising the underlying database, not the LoyJoy platform itself.
In several steps - from narrowing down relevant content to contextual enrichment - the response hit rate was increased to an impressive 98%.

Testimonial

”With the support of addData, we have transformed our chatbot into a fully functional AI agent. By integrating Hartmann data and language models, it now provides precise answers - even in a highly regulated environment.”

Summary

As one of the leading healthcare providers, Paul Hartmann AG uses LoyJoy to transform customer communication with AI - interactive, empathetic and data sovereign. The collaboration with LoyJoy has resulted in two innovative chatbots, Eva and Zoë, which support both end customers and medical professionals - via text and voice.

Paul Hartmann AG is delighted with the high response quality, high customer satisfaction and seamless integration into the existing system landscape.