Westerwaldbank: AI assistant Clara powered by Agentic AI

Westerwaldbank relies on its AI assistant “Clara Wäller” in customer service. Since switching to Agentic AI on the LoyJoy Platform, Clara understands free-form requests, answers them from the bank’s knowledge and starts banking processes right in the dialogue.

Initial Situation

Traditional banking hours tie customers to fixed windows, and many requests otherwise wait until the next business day. Westerwaldbank therefore wanted to give customers round-the-clock access to core service processes. The next step: moving away from rigid dialogue paths towards an assistant that understands questions the way people actually ask them.

Solution

Clara now runs as an AI agent on the LoyJoy Platform. She identifies the request, decides which tool fits and gets the job done:

• Answers from the knowledge base, for example on online banking, VR SecureGo plus or accounts and cards
• Targeted lookups via tools, for example branch opening hours and addresses
• Launch of fixed banking processes such as blocking a card as soon as the request is recognised
• Seamless handover to live chat whenever a personal conversation is needed

The switch to Agentic AI went smoothly. Since then, the Westerwaldbank team has been optimising Clara itself by adjusting tools and intents in the LoyJoy Platform, without any coding.

Results

• Consistently positive feedback since the switch to Agentic AI
• Customers ask in their own words and get a concrete answer immediately, around the clock
• Requests such as blocking a card start directly in the chat, without detours through menus
• The bank develops Clara further on its own and responds quickly to new topics
• Privacy-friendly implementation with encrypted data transfer and minimal data collection, important in banking especially

Video Testimonial

At data:unplugged, Westerwaldbank shares how AI support, live chat and over 30 automated processes are modernising customer service in banking.

Watch the Case Video

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