Your customers now use AI agents. Do you?

Frequently asked questions

What is LoyJoy?

LoyJoy is the platform for Agentic Customer Service and Sales via chat and phone. Our AI Agents resolve customer requests, advise on products and qualify leads. Your business team builds them visually in the LoyJoy Manager or in conversation with their AI assistant, on their own or supported by our delivery team. Made in Germany, hosted in the EU.

What sets LoyJoy apart from a classic chatbot?

Classic chatbots answer FAQ questions based on fixed decision trees. LoyJoy AI Agents act: they use your knowledge, run processes, access your back-end systems and resolve customer requests end to end. That means the request is done, with no handover to staff, no ticket, no callback and no form.

Can AI Agents also handle phone calls?

Yes. LoyJoy Phone Agents answer inbound calls using speech-to-speech AI: response time under 500 milliseconds, a natural voice, and callers can interrupt at any time. They use the same process modules, integrations and knowledge sources as the chat agent. Try it at +49 251 59686444.

Which AI models does LoyJoy use, and can we switch?

For chat agents, our own LLM on our own hardware in a data center in Germany is the default. Alternatively, you choose models from major AI providers such as OpenAI, Anthropic or Mistral with processing in the EU per agent, or connect your own model. Switching is a setting in the LoyJoy Manager, not a rebuild: your knowledge base is independent of the model, and AI test automation checks the answers before the switch.

Is our data used to train AI models?

No. Your data and your customers' conversations are not used for training; this is excluded by contract. LoyJoy does not fine-tune on customer data. The agent answers from the knowledge sources you approve.

How does LoyJoy avoid hallucinations and wrong answers?

AI Agents answer only from the knowledge sources and data you approve per agent. Changes are made in staging, separate from live operation. Before publishing, AI test automation checks your question catalog in every language. Authorized people approve the release, and every version is documented and can be rolled back.

When does the agent hand over to staff?

Whenever you define it: at the customer's request, for topics such as complaints or sensitive matters, or when the agent cannot proceed. The handover goes to LoyJoy Live Chat with the full conversation history, so nobody has to start over. Outside service hours the agent routes differently, for example to a callback or by email.

How do we connect our systems?

Without coding. There are ready-made integrations for SAP, Salesforce, HubSpot and more. You connect any other system, including legacy systems, via the API client module or MCP. The agent then does more than read data: it completes tasks such as address changes or appointment bookings directly in the system.

Does the agent recognize logged-in customers?

Yes. Customers sign in via the single sign-on of your website or app, or with a one-time code. The agent then uses customer-specific data from your systems and completes tasks for exactly that customer. Without sign-in, it answers general questions.

How quickly can we go live, and how does LoyJoy support us?

First productive use cases typically go live within 2 to 4 weeks, and a first prototype is often ready in 15 minutes. The timeline depends mainly on integrations and the number of processes. Your business team can build and change agents at any time. If you wish, our delivery team with project management and Forward Deployed AI Engineers builds with you, from selecting the right requests through go-live to ongoing optimization, directly from the vendor.

How does LoyJoy support compliance requirements?

LoyJoy is hosted exclusively in the EU; data and the AI models operated by LoyJoy remain in the EU. Encryption in transit and at rest and features designed to support requirements under GDPR, the EU AI Act and accessibility law. For regulated use cases, contractual and governance features are available that are geared toward DORA, KWG, VAG and other relevant requirements. DORA-related contract terms with audit rights and reporting are included from the Enterprise plan. The service is hosted in ISO 27001-certified data centres of our infrastructure providers and provides audit logs, roles and permissions and SSO with passkeys. The requirements that apply and whether they are met depend on the specific use case and configuration. All evidence is available in our Trust Center.

Do we own our content and data, and how do we exit?

Yes, they are yours. Knowledge base, prompts, configuration and conversation data remain your property and can be exported at any time, in open formats such as CSV and Excel or via API and MCP. There are no proprietary data formats and no customer-specific trained models that lock you into LoyJoy. Return and deletion at contract end are governed by the data processing agreement.

Can I use LoyJoy from my AI assistant?

Yes. With LoyJoy Headless you build, optimize and monitor your AI Agents from Claude, ChatGPT, Microsoft Copilot or other AI assistants that support MCP. The assistant never sees end-customer data, and publishing stays controlled in LoyJoy. In the other direction, every LoyJoy agent is itself an MCP server your customers' AI agents can use to access your services. Included in all plans. More about LoyJoy Headless

What does LoyJoy cost?

Plans start at €390 per month and depend mainly on the number of conversations and phone minutes. Enterprise plans add an SLA, a personal account manager and DORA contract clauses. All prices are published on our pricing page.