The Stadtwerke Velbert are a central regional provider for energy, water and fiber‑optic internet. Together with the LoyJoy platform, the company introduced the digital assistant “Veli” to handle customer inquiries faster and more efficiently.
Goals: Making digital customer service scalable and accessible
As a regional infrastructure provider, Stadtwerke Velbert serves a large number of citizens and businesses. This results in high volumes of inquiries about energy supply, meter readings, tariffs, or fiber connections. Customers increasingly expect immediate answers directly on the website – independent of service hours.
At the same time, service processes must remain efficient. Traditional channels such as phone or email quickly lead to waiting times and overloaded teams when request volumes rise. The goal was therefore to implement customer service automation that resolves common inquiries instantly while integrating smoothly into existing processes.
The company needed an AI assistant that could:
- answer questions about all services reliably
- guide customers directly to relevant online services
- enable digital appointment booking
- prepare complex inquiries for service teams
The solution was implemented as a chatbot powered by Agentic AI, acting as the central entry point for customer interaction on the website.
Results: Structured assistance in chat and relieved service teams
With the digital assistant “Veli”, Stadtwerke Velbert created a central interface for customer service. The AI agent accesses a comprehensive knowledge base and answers questions about energy, water, fiber services and public facilities directly within the chat.
A key element is the connection to existing digital services. The chatbot guides users via deep links directly to relevant processes, such as submitting meter readings in the customer portal or accessing detailed information pages.
In addition, the AI assistant supports operational service workflows:
- appointment booking for personal consultations via Microsoft Bookings integration
- structured callback requests including topic and contact details
- guided navigation to relevant self‑service areas
Routine inquiries are handled immediately by the chatbot, while more complex cases are prepared and forwarded to employees. This creates a clear division of work between AI and human service teams.
For Stadtwerke Velbert, this means better structured requests, reduced workload for employees and customer service that remains accessible around the clock.
