Success Cases
Volksbank Köln Bonn: Chatbot Pit digitises customer service
Volksbank Köln Bonn uses the smart AI assistant “Pit” to efficiently automate standard processes and resolve customer enquiries around the clock without any waiting time.
The Client
Volksbank Köln Bonn eG is one of Germany’s leading regional cooperative banks. With strong roots in the Rhineland, it offers its customers expert advice and modern financial solutions, combining traditional values such as customer focus and member support with innovative digital services.
- Total assets in 2024: approx. €6.7 billion
- Around 720 employees
The challenge
Volksbank Köln Bonn faces the challenge of meeting the growing demand for immediate digital support around the clock. The aim is to implement an innovative solution that efficiently automates standard processes, reduces the workload on service staff and intuitively guides users to the financial information they require.
- Automated service processes
- 24/7 support availability
- Digital product advice
Tailored solution: Chatbot Pit
Since the partnership began in mid-2022, Volksbank Köln Bonn has relied on LoyJoy to transform its digital service around the clock. The AI assistant Pit is a valuable service provider with growing success year on year. It results in a noticeable reduction in the support workload and a fantastic conversion rate!
Objectives
Volksbank Köln Bonn wanted to create a digital hub for 24/7 customer service. The AI assistant Pit handles routine enquiries such as card blocking or appointment requests, thereby reducing the workload on the Customer Dialogue Centre. Banking services are made accessible to all, and customers are guided directly to a solution without any waiting time.
Results
Pit handles customer enquiries in real time and improves service quality. Acting as a smart guide through the online offering, it links users directly to relevant services and appointment bookings. The digital interaction rate has increased measurably, and the burden on customer service has been significantly reduced.
Testimonial
“Thanks to LoyJoy’s excellent customer service, the project was able to be developed very successfully. The positive customer experiences simply reflect the product’s performance.”
Christoph Selbach, Digital Project Manager, Volksbank Köln Bonn
Success in figures & looking ahead
Summary
As a customer-focused regional bank, Volksbank Köln Bonn sought to create a modern 24/7 point of contact by implementing the AI chatbot Pit, with the aim of enhancing the level of digital service and reducing the workload on the Customer Dialogue Centre.
The collaboration with LoyJoy led to a significant increase in the digital interaction rate, faster processing of service enquiries and an optimised user journey on the website.