"More direct than any form, with a noticeable reduction in workload for our service team."
Westfalen AG
Interview at data:unplugged
All success stories
B2B Manufacturing
Westfalen AG: AI chat for liquid gas and customer service
AI chat for Westfalen liquid gas: interactive advice, fast inquiries and more efficient service processes for customers and prospects.
The Westfalen Group operates in technical gases, refrigeration and heating, fuel stations and mobility, and home ventilation. With LoyJoy, Westfalen AG uses AI agents for liquid gas inquiries and general customer service.
Results at a glance
- Five agents on two websites in Germany, the Netherlands and Belgium
- 46 % of liquid gas prospects with purchase interest come through the agent
- 21 % fewer calls to staff thanks to the charging help
- Leads straight into Salesforce, appointments via Microsoft Bookings
Starting point
Finding out about the different liquid gas offers and submitting a concrete inquiry was not easy enough for customers and prospects. On top of that came many general questions and searches for dealers or contacts, all of which ended up with customer service.
Solution
On the LoyJoy Platform, Westfalen built AI agents that inform in dialogue and capture requests directly:
- Liquid gas: the agent answers questions about the offers and takes the inquiry in chat instead of pointing to a form.
- Customer service: the agent answers general questions, finds the nearest dealer and leads to the right contact.
From one bot to five agents
After comparing vendors, Westfalen started with LoyJoy in September 2023. Flexibility, GDPR compliance and ease of use were decisive. Since then the team has expanded step by step:
- January 2024: liquid gas agent
- March 2024: charging help
- December 2024: specialty gas configurator
- April 2025: contact person matching
- July 2025: energy technology
Today five agents run on two websites in Germany, the Netherlands and Belgium.
Connected to the processes
Leads go straight to Salesforce. Appointments run through Microsoft Bookings and online booking, plus a phone call-back service and Virtual Q. Next up are integration into the customer portal and order intake with direct entry into SAP.
Customer voice
In an interview at data:unplugged, Westfalen AG explains why the AI chat makes liquid gas inquiries more direct than any form and noticeably relieves the service team.
