Success Cases
SSCHOTT AG AI Agents
SCHOTT is relying on scalable chatbot solutions to digitise the customer journey globally and improve service levels.
The Client
SCHOTT AG is a world-leading technology group specialising in specialty glass and glass-ceramics. The company is renowned for its groundbreaking innovations in sectors such as pharmaceuticals, electronics and astronomy, combining the highest level of technological precision with sustainable production solutions.
- Turnover in 2025: €2.83 billion
- Over 17,400 employees worldwide in more than 30 countries
The Task
As an innovation leader, SCHOTT AG uses the LoyJoy platform across all business divisions to make complex technical information intuitively accessible. SCHOTT relies on scalable chatbot solutions to digitise the customer journey globally and enhance service levels.
- Lead generation & recruitment
- Digital product advice
- 24/7 service support
Tailored solution: Recruitment
As one of the first pioneering AI projects, SCHOTT relied on the use of LoyJoy to support the recruitment process. In a highly competitive talent market, the goal was clear: to make the application process as modern and barrier-free as possible.
Objectives
To engage with potential applicants in a conversational and interactive way, SCHOTT uses the LoyJoy platform for its assistant on the careers portal. The chatbot serves as a low-threshold point of contact for queries and even offers a simple application option directly within the chat to boost conversion rates.
Results
With the new Career Assistant, SCHOTT has succeeded in attracting new talent across all generations to the company. The chatbot impresses with its intuitive interface and quick AI-generated responses.
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Tailored solutions: Global knowledge management and customer service
To meet the requirements of its business divisions, SCHOTT relies on brand agents. Whether it’s technical expertise for SCHOTT CERAN or SCHOTT Pharma, the AI solutions combine in-depth product knowledge with a top-class customer experience. The rollout to other business units is underway.
Objectives
SCHOTT CERAN® wanted to strengthen its global customer service and was looking for a chat function to provide quick access to FAQs and a platform for enquiries. Behind the scenes, generative AI trained on SCHOTT’s documents ensures precise answers. The chatbot is available in 10 languages and was developed for a global user base.
Results
With the support of LoyJoy, the chatbot, featuring generative AI, was launched worldwide 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 the SCHOTT team is undertaking itself.
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Objectives
As an international manufacturer, SCHOTT KIMAX offers a comprehensive range of corrosion-resistant glass drainage systems. Engineers, specialist planners and distributors rely on precise technical specifications and exact part numbers. At the same time, customers today expect immediate information and the ability to source products quickly locally.
Results
The AI agent not only answers questions but resolves enquiries in full – from product selection to establishing contact. Standard enquiries are processed automatically, whilst complex cases are forwarded internally where necessary. 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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Objectives
With ZERODUR, SCHOTT offers a glass-ceramic material with virtually zero thermal expansion. Engineers and specialist planners require specific data on material properties. At the same time, they expect immediate access to data sheets and white papers, as well as the ability to submit project-specific enquiries directly online. The aim was therefore to automate the customer interface using Agentic AI without tying up additional internal resources.
Results
Based on LoyJoy, a specialised AI assistant was integrated directly into the ZERODUR product page. It handles routine enquiries to resolution, whilst complex detailed discussions are specifically handed over to human experts. The result is scalable customer service automation, faster response times and a future-proof, digital customer interface.
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Objectives
SCHOTT Pharma offers a wide range of primary packaging materials. This diversity leads to a high demand for information among customers in highly regulated markets. The aim was to establish an intelligent digital interface that brings together 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
Using the LoyJoy platform, a specialised AI assistant was integrated directly into the product pages. The chatbot acts as a central product expert and directs users to relevant subpages. Where necessary, complex enquiries are forwarded to specialist contacts. This creates a scalable customer service automation system that sustainably enhances the user experience, lead generation and process automation.
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Summary
As an innovation leader in the field of speciality glass, SCHOTT AG relies on the LoyJoy platform to make complex technical information intuitively accessible and to digitise the customer journey globally.
The collaboration with LoyJoy enabled scalable automation across numerous business units, leading to efficient lead generation, a modern recruitment process and a significant reduction in the workload of internal teams through AI-powered instant responses.