AI Assistant for Heating Service

The Vaillant Group is one of the world’s leading companies in heating, ventilation, and air conditioning technology. With an increasing focus on heat pumps, energy-efficient systems, and government incentive programs, the demand for information from customers, installation partners, and prospective clients is also growing.

Many users visit the website looking for specific answers: technical details, maintenance instructions, subsidy options, or help with error messages. Traditional navigation and static FAQ pages are often insufficient for this purpose. What users are looking for is fast, precise, and always-available support.

Using the platform from LoyJoy, an AI assistant was therefore developed to serve as the central knowledge hub on the website.

Goals: Quickly answer complex product and service questions

As an international provider of complex heating systems, Vaillant faces a typical challenge of modern customer communication: users expect immediate answers, whether regarding product comparisons, subsidy programs, or technical issues.

The project’s objectives were clear:

• Enable quick access to technical knowledge
• Digitally pre-qualify service requests
• Guide customers to solutions on their own
• Reduce the workload on support teams for recurring questions

To achieve this, an AI agent was developed that understands natural language, draws on content from various knowledge sources, and guides users directly to relevant information or processes.

Results: AI Assistant Connects Knowledge, Processes, and Service

The implemented chatbot functions as an interactive knowledge assistant. Using a free-text search, visitors can ask technical questions, describe error messages, or retrieve information about products and promotions.

Agentic AI recognizes user intent and provides relevant content from the knowledge base, product pages, and FAQs. At the same time, users are guided directly through service processes.

Typical functions of the AI assistant:

• Deep links to product pages, documentation, and download areas
• Support for maintenance and care questions
• Assistance with error codes and technical symptoms
• Redirection to contact forms or appointment booking

As a result, many issues are resolved directly in the chat. Complex cases are forwarded to customer service with the necessary information already prepared.

For Vaillant, this creates a scalable form of customer service automation: routine questions are answered immediately, while service teams have more time for personalized support.

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