Success Cases
Ottobock AI-Agents
Ottobock is relying on scalable chatbot solutions to digitise the customer journey globally and improve service levels.
The Client
Ottobock is the global market leader in prosthetics. For over 100 years, the company has been synonymous with groundbreaking innovations that restore or maintain people’s freedom of movement. With a unique combination of biomechanical precision, digital connectivity and a strong focus on people, Ottobock sets the standard in sectors such as orthopaedic technology and ergonomics.
- Turnover in 2025: €1.6 billion
- Over 9,000 employees worldwide
The Task
Ottobock uses LoyJoy to digitally bridge the gap between highly complex technology and personalised user advice. The aim is a seamless, AI-powered customer journey and a digital dialogue on equal terms.
- Automated service processes
- Global scalability
- B2B & B2C synergies
Tailored Solution: Event & Engagement
For OTWorld 2024 in Leipzig, Ottobock opted for an innovative digital trade fair companion. The aim: to maximise visitor interaction and bring product innovations to life in an interactive way.
Objectives
Ottobock, the innovative medical technology company, wanted to develop a trade fair chatbot for OTWorld 2024 in Leipzig. A chatbot was developed on the LoyJoy platform to provide interested parties with information about the trade fair programme and products such as orthoses and prostheses. Ottobock’s latest prosthesis was also promoted.
Results
The informative and interactive advice on the trade fair programme and products succeeded in sparking visitors’ interest and providing them with optimal support. The promotion of Ottobock’s latest prosthesis, in particular, was very well received.
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Tailored Solutions: Global Service & Patient Chatbots: AI Support for the Market
Digital advice delivered directly at the point of need. Through the targeted use of specialised chatbots, Ottobock reduces the workload on its global customer service team whilst simultaneously improving the support provided to patients and medical professionals.
Objectives
Ottobock has been developing innovative prosthetic products for over 100 years. Given the nature of its products, which require extensive consultation, Ottobock places great emphasis on providing personalised advice. Ottobock has set up a chat feature to help customers navigate the website and find the right products.
Results
Customers now have access to a chat-based contact channel that is easy to use. New customers can book a product demo. In the live chat, the Ottobock team engages with customers on a one-to-one basis. If no agent is available, a message can be left, which the team will respond to at a later time.
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Objectives
The medical technology company Ottobock is a global leader in the field of prostheses and orthoses.
Together with LoyJoy, a support chatbot was developed for specialist staff.
It provides rapid assistance with queries regarding products, technology and fittings.
If the chatbot cannot provide a satisfactory answer, the user is redirected to the contact form, along with the entire chat history.
Results
Embedded within the Ottobock website, the chatbot assists specialist staff with queries regarding the company and its products. Thanks to generative AI, the chatbot is able to provide answers based on the Ottobock knowledge base. It thus helps to increase customer satisfaction and reduce the workload on the customer service team.
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Objectives
Ottobock is a leading medical technology company offering innovative solutions for prosthetic care.
With the help of LoyJoy, a chatbot was developed to help users find the right prosthetic solution for their individual circumstances. The chatbot provides information on all aspects of amputation and, if a personal consultation is required, directs users straight to the expert search function.
Results
The chatbot has been very well received by users. They receive quick, personalised advice and, if interested, can contact experts directly, which helps generate leads. Thanks to simple navigation with links and images, the chatbot also enhances user-friendliness.
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Tailored Solutions: Recruitment
Ottobock is breaking away from traditional application processes to engage talent in a more modern way. The Job Navigator makes choosing a career simple, quick and intuitive. Through an interactive dialogue, interested candidates can playfully discover exactly the entry-level opportunities that suit them.
Objectives
Ottobock is now making the path to career choice even easier. With a chatbot from LoyJoy, users can now quickly, easily and intuitively find out which career, apprenticeship or degree course suits them best. Targeted questions and intelligent recommendations make choosing the right path easy and effortless.
Results
Thanks to the LoyJoy chatbot, the career guidance process is fundamentally simplified. Users can find out which career, training programme or degree course is suitable with minimal effort. A low barrier to entry and interactive user guidance ensure more interactions, longer session durations and a higher conversion rate. This means more interested users are directed to the right opportunities and can embark on their individual career path.
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Testimonial
“The key factor is what both companies have in common: putting people first, both externally and internally. Ottobock develops innovative prosthetic solutions for people with limited mobility and is driving the digitalisation of the industry. LoyJoy helps us to offer digital services in our marketing as a guide or support for interested parties and specialist staff – in short, ‘Agents People Love’.”
Monika Moses-Schick, Head of Content Management & Performance Marketing at Ottobock
Summary
As the global market leader in prosthetics, Ottobock uses the LoyJoy platform to make highly complex product knowledge intuitively accessible and to digitise the customer journey globally.
The specialised AI assistants have been successfully rolled out across a wide range of areas, from trade fairs and B2B support to recruitment. The result is scalable automation through generative AI, optimised lead generation and a noticeably higher interaction rate.