Westerwaldbank: AI support and live chat in banking

Westerwaldbank has introduced the AI assistant “Clara Wäller” with LoyJoy for customer service in banking.

Initial Situation

Traditional banking hours tie customers to fixed windows, and many requests otherwise wait until the next business day. Westerwaldbank wanted to give customers round-the-clock access to core service processes instead, through a convenient, AI-powered assistant.

Solution

With LoyJoy, Westerwaldbank built the AI assistant “Clara Wäller”, who helps customers with online banking, card and account enquiries, branch searches and the booking of appointments with an advisor. She resolves banking questions automatically and end-to-end, and hands over seamlessly to live chat whenever a personal conversation is needed.

Results

• Customers book appointments directly in the dialogue, in just a few simple steps, without calling during business hours
• 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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