Vaillant Chat Case Study for Heating Service

With more than 145 years of experience in innovative heating technology, Vaillant places great importance on customer-oriented service and individual advice.

Initial Situation

Until now, customers usually had to contact customer service directly for the most common questions and for detailed product advice, which cost time on both sides. Vaillant wanted to make this information available directly on its own website and relieve the customer service team in the process.

Solution

With LoyJoy, an AI agent was built that goes beyond answering questions in the chat. It actively guides customers to the right product or content, something that previously required a direct conversation with customer service.

Results

Thanks to the convenient and engaging chat experience, Vaillant customers use the chat frequently to quickly find the right product or content, and it is especially popular for heat pump searches, a product category where advice matters most. The automated processes resolve customer issues directly in the chat, without a detour through customer service, while also reducing the workload of the customer service team.

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