Conversational AI Platform
Success Stories: How Our AI Agent Platform Boosts Brands
Many great companies are already benefiting from LoyJoy. Their goals are diverse: 24/7 customer service automation with AI agents, improved lead conversion, increasing sales through AI recommendations, gaining marketing permissions, and enhancing customer loyalty.
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Business Goals
Wine retailer Wine in Black has realised an intelligent sommelier with LoyJoy. Customers describe their wine requirements and the chatbot suggests suitable wines.
It accesses the shop database so that only available products are recommended. In addition to product images, a detailed explanation of the selection is presented.
Results
Customers can add the wine directly to their shopping basket and receive a coupon code from the chatbot as an incentive to buy.
The chatbot facilitates the customer’s decision-making process through targeted recommendations and queries.
The link to the shopping basket promotes sales.
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Business Goals
With the LoyJoy platform, Westfalen AG has developed an intelligent chatbot that guides B2B customers through the entire enquiry process for specialty gases.
The chatbot records all relevant information, such as the number of components, concentrations and quantities.
The integrated generative AI answers customer questions, even during the enquiry process.
Results
Thanks to the chatbot, Westfalen was able to significantly optimise the enquiry process for specialty gases.
The digital solution ensures greater customer satisfaction and supports lead generation through the combination of structured data collection and intelligent question answering.
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Business Goals
Westfalen AG is a leading supplier of speciality gases. Together with LoyJoy, a chatbot was developed, in addition to other use cases, to relieve the burden on customer service.
The chatbot helps customers to find the nearest dealer, reach the right contact person and answer general questions.
Results
Thanks to LoyJoy, Westfalen AG has succeeded in optimising its customer service.
Customers are forwarded directly to the right channels and thus reach the right contact person quickly and easily.
The chatbot thus improves the customer experience, reduces waiting times and increases the efficiency of the service process.
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Business Goals
TRUMPF SE is a leading global family-owned company that develops machine tools, laser technology and electronics for industrial applications.
With the help of LoyJoy, the chatbot ‘Ask TRUMPF’ was created, which answers questions about the company and the products that require explanation.
It also helps to find the right contact person.
Results
Using the latest AI, the chatbot is able to answer questions about the products around the clock. This takes the pressure off the service team.
The chat also helps to put you in direct contact with the right person. As a result, enquiries are processed faster and new leads are generated.
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Business Goals
Deutsche Telekom wanted to challenge its existing raffle platform for acquisition of GDPR-compliant marketing permissions on Instagram with LoyJoy.
An A/B/C test was conducted. Three raffle versions were published: one web form, one plain LoyJoy chatbot and one gamified chatbot on the LoyJoy platform.
Results
With conversion rates of 35% and 45% (non-gamified vs. gamified) LoyJoy outperforms the existing platform, which achieves a conversion rate of 14%.
The gamified chatbot with LoyJoy more than tripled the conversion rate.
The acquired marketing consents are transferred directly to Telekom’s existing systems; no data is stored in LoyJoy.
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Business Goals
As a regional energy supplier, Stadtwerke Witten reliably supplies its customers with electricity, gas and water.
Stadtwerke started its collaboration with LoyJoy with the advent calendar chatbot. They are focusing on innovative digital communication to strengthen customer loyalty. Further chatbots are already being planned.
Results
The chatbot contributes to an improved customer experience and promotes loyalty to Stadtwerke Witten.
Thanks to the multi-language function, the chatbot can address different target groups.
Each group is reached in their preferred language. This leads to an improved user experience and increased participation rates.
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Business Goals
Gemeinschaftsstadtwerke Kamen, Bönen and Bergkamen have created a chatbot on the LoyJoy platform that answers customer questions about their services.
The chatbot’s generative AI guides users directly to relevant information and provides precise answers.
For more complex questions, users have the option of sending an email to the municipal utilities directly in the chat.
Results
The chatbot successfully answers a variety of questions and thus contributes to improving customer satisfaction.
Users quickly receive the information they need and can easily obtain further support if required.
This relieves the burden on service staff in particular.
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Business Goals
R+V is one of Germany’s largest insurers. The digital AI assistant Emmie was built using the LoyJoy platform.
Customers expect smart self-service around the clock. Thanks to generative AI and a comprehensive knowledge base, Emmie provides reliable answers to all questions and guides customers to their goal more quickly.
Linguistically, she adheres to brand guidelines to ensure a consistent user experience.
Results
Emmie improves customer satisfaction by providing customers with support in a matter of seconds.
At the same time, it reduces the workload for the service team. Links to online contract conclusion promote lead generation.
Emmie initially supports customers and interested parties with all aspects of pet insurance. Further rollout is currently underway.
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Business Goals
Puky is one of the leading German manufacturers of children’s bicycles and sells its products both in bricks-and-mortar stores and via its own website.
With LoyJoy, a chatbot was developed to improve customer service.
The integrated live chat function allows users to communicate directly with the PUKY experts.
Results
The chatbot enables customer enquiries to be answered more quickly and in a more targeted manner.
The live chat function provides personalised advice in real time.
With the help of LoyJoy, PUKY has been able to improve its service and strengthen customer loyalty.
”LoyJoy enables us to transform complex processes into intuitive chat dialogues. The flexibility and user-friendliness are unrivalled” [Lars Sill, Head of PUKY E-Commerce]
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Business Goals
Physik Instrumente (PI) is a leading supplier of precise positioning systems and linear actuators.
Together with LoyJoy partner Avaus, a chatbot was developed to help users find out more about the products.
Users can select questions or ask them in the free text field.
If necessary, they can submit an enquiry directly to get in touch with an expert.
Results
The precise, AI-driven answers to technical product enquiries reduce the workload on service staff and increase support efficiency.
Interested parties receive direct answers to their product questions, which supports conversion to sales on the website.
Overall, the chatbot increases customer satisfaction through uncomplicated interaction.
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Business Goals
Ottobock is a leading company in the field of medical technology that offers innovative solutions for prosthetic fittings.
With the help of LoyJoy, a chatbot was developed to help users find the right prosthetic fitting for their individual life situation.
The chatbot provides information about amputation and forwards users directly to an expert search if they need personalised advice.
Results
The chatbot is very popular with users. They receive quick, personalised advice and can contact experts directly if they are interested, which promotes lead generation.
Simple navigation with links and images also makes the chatbot more user-friendly.
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Goals
The medical technology company Ottobock is a global leader in prosthetics and orthotics. Together with LoyJoy, a help chat for professionals was developed. It enables quick support for questions about products, technology, and adjustments.
Results
Embedded in the Ottobock website, the chatbot supports professionals with questions about the company and its products. Thanks to generative AI, the chatbot is able to provide answers based on the Ottobock knowledge database. This helps to increase customer satisfaction and relieve the customer service team.
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Business Goals
To mark OTTO’s anniversary, Melitta has launched a promotion for its customers.
Customers who bought their Melitta appliance via OTTO were able to secure a free gift with the help of the LoyJoy chatbot.
The chatbot allows customers to simply select their purchased Melitta appliance and upload a photo of the receipt.
By querying the most important purchase criteria, Melitta gains relevant customer insights.
Results
LoyJoy enables Melitta to efficiently collect detailed customer data and drive profile enrichment.
The chatbot ensures a smooth, user-friendly experience and supports brand loyalty through direct interaction with customers.
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Business Goals
Melitta relies on digital solutions to optimise the customer journey.
With the help of a chatbot from LoyJoy, Melitta is launching a cashback campaign for its customers in Austria.
Customers who have purchased a Melitta machine from MediaMarkt can use the chatbot to scan the barcode on the packaging and enter their bank details to receive €100 cashback.
Results
The chatbot enables customers to participate in the cashback campaign quickly and easily.
Thanks to the simple data collection and automation of the process, enquiries can be processed efficiently.
This promotes high participation rates and a positive user experience.
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Business Goals
Kölln has developed LoyJoy, a chatbot with which users can win a large package of the new RELOAT drinkable meal.
Participants are directed to the chat via the newsletter. There they answer questions about the drinkable meal.
This gives Kölln valuable insights into customers’ preferences and needs.
They also enter their e-mail address to be notified if they win. Opt-ins are also gained in the process.
Results
The playful approach of the LoyJoy platform enables Kölln to arouse customers’ interest in the new product in a targeted manner.
Kölln can use the answers and data collected to drive profile enrichment and thus make customer profiles more precise in order to develop personalised offers.
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Business Goals
Kesseböhmer is a leading company in the metal processing and furniture industry.
In order to optimise the HR area, an HR chatbot was created with the help of LoyJoy, which provides users with information about the company, vacancies and other HR topics.
Users are playfully guided through the chat with images and emojis.
If required, users can also contact the chat directly by email.
Results
The chatbot makes it possible to reach applicants at all levels.
It impresses with its ease of use and fast, AI-supported responses.
Interested parties gain a clear insight into the company and can easily search through all vacancies.
The playful approach offers an innovative and modern experience in the application process.
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Business Goals
LINK is Hartmann’s medical and scientific knowledge platform for healthcare professionals.
With the help of LoyJoy, chatbot Zoe was brought to life.
Zoë answers all questions relating to wound care for healthcare professionals.
She links specifically to relevant content on the LINK platform and thus supports professionals in their daily work.
Results
Zoë facilitates the use of LINK for professionals by providing quick answers and targeted content.
Interaction with the chatbot ensures more efficient searches and increases customer satisfaction.
At the same time, it strengthens LINK as a valuable, user-friendly resource for continuous education in the field of wound care.
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Customer
PAUL HARTMANN AG is an internationally active company based in Germany and one of the leading suppliers of medical and care products. HARTMANN is particularly known for its solutions in the fields of wound management, incontinence care and operating theatre safety.
- Turnover 2023: € 2.4 billion
- Over 91,000 employees in over 100 countries
The Task
As an innovator in the healthcare sector, Paul Hartmann AG has developed two pioneering chatbots together with LoyJoy to improve digital customer communication. The aim is to make medical expertise relating to wound care and nursing more accessible.
- Communicate specialised information
- Improve customer interaction
- Optimise customer service
Customised solutions: Eva wound management chatbot
An innovative chatbot with a voice avatar was implemented with the help of the LoyJoy platform. Eva understands text and voice input and responds in chat and as a live avatar. With the introduction of Eva, Hartmann has turned chat into an interactive dialogue experience.
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Customised solutions: Zoë wound care training chatbot
LINK is Hartmann’s medical and scientific knowledge platform for healthcare professionals. It offers content relating to wound care, studies, product knowledge and further training. Chatbot Zoë supports professionals on LINK, e.g. by providing targeted links to relevant content on the platform.
Data sovereign & future-proof: how it works at Hartmann
LoyJoy uses content from Hartmann’s existing internal systems - including SharePoint, OneDrive, PIM and TeamCenter - so that the chatbots Eva and Zoë can provide well-founded answers. All data remains completely under Hartmann’s control, within its own Azure cloud. The content is automatically updated, pre-processed and made available to the chatbot in a structured format.
The result:
- ✅ Up-to-date, verified information
- ✅ No data forwarding to third parties
- ✅ Seamless integration into existing IT systems
Response quality increased to 98% - thanks to targeted data optimisation
To further improve the response quality of the chatbots, Hartmann worked closely with the AI consultancy Hyperson.
The focus was on optimising the underlying database, not the LoyJoy platform itself.
In several steps - from narrowing down relevant content to contextual enrichment - the response hit rate was increased to an impressive 98%.
Testimonial
”With the support of addData, we have transformed our chatbot into a fully functional AI agent. By integrating Hartmann data and language models, it now provides precise answers - even in a highly regulated environment.”
Summary
As one of the leading healthcare providers, Paul Hartmann AG uses LoyJoy to transform customer communication with AI - interactive, empathetic and data sovereign. The collaboration with LoyJoy has resulted in two innovative chatbots, Eva and Zoë, which support both end customers and medical professionals - via text and voice.
Paul Hartmann AG is delighted with the high response quality, high customer satisfaction and seamless integration into the existing system landscape.
Business Goals
Hansaplast uses a chatbot created with LoyJoy to draw attention to its new product.
Users are led to the chat via targeted ads and can register for a product test there.
The chatbot collects their personal data. In order to participate, users must opt-in to the newsletter.
Results
The chatbot makes it possible to arouse the interest of users in a targeted manner and at the same time to collect contact data in compliance with data protection regulations, which can be used for future marketing measures.
In this way, Hansaplast increases its reach and ensures sustainable customer loyalty for the new product.
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Business Goals
Hansaplast, a leading provider of wound care, uses LoyJoy to obtain newsletter feedback directly in the chat.
The chatbot asks for topic preferences, subscription motivation and desired mailing frequency.
It then collects open feedback and directs users directly to other Hansaplast channels such as Facebook and Instagram via links.
Results
Thanks to LoyJoy, Hansaplast receives immediately usable customer insights to further optimise the newsletter.
Hansaplast can also use the collected responses and data to drive profile enrichment and thus create more precise customer profiles.
The linking of other brand channels also directs qualified traffic to Facebook and Instagram.
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Business Goals
Eucerin UK offers its customers interactive advice on skin problems.
With the LoyJoy chatbot, customers can specify affected areas of the body to find suitable Eucerin care products.
The chatbot shows product images, makes recommendations and directs customers straight to the online shop.
Results
Thanks to the automated advice, users immediately receive relevant product recommendations without having to search for a long time.
The chatbot always uses the latest product data and thus automatically stays up to date.
This creates an innovative customer experience that optimally combines advice and the purchasing process.
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Business Goals
To improve customer service, Eucerin has developed a live chat with LoyJoy.
The chat allows customers to communicate directly with a Eucerin agent.
The agent answers questions about Eucerin and the individual products.
If no agent is available, users can enter their e-mail address directly in the chat and will be notified when a new answer is received.
Results
The live chat has significantly improved user interaction and created a quick response option for product enquiries.
The option of receiving notifications when new answers are received has further optimised the service so that users do not miss any answers.
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Business Goals
Eucerin Brazil offers its customers simple and interactive advice on its anti-pigment products with the help of the LoyJoy platform.
The intelligent chatbot, which is based on generative AI, answers questions about the individual products and makes product suggestions.
The chat draws on the expertise of Eucerin experts.
Results
The chatbot enables quick and uncomplicated product recommendations.
The direct link to the online shop promotes lead generation and sales.
Eucerin benefits from an optimised digital customer journey and reduced workload for the service team.
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Business Goals
To mark its new partnership with PAYBACK, EDEKA launched an exclusive Christmas quiz for employees. Participants were able to test their knowledge in a fun way and win attractive PAYBACK vouchers - a creative campaign to mark the launch of the bonus programme.
Results
The campaign was extremely well received by employees. The KPIs of previous years, without the use of LoyJoy, were clearly exceeded. Impressive: over 90% of users who started the chat actively participated. A success story with continued potential!
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Business Goals
The DIPLOMA University of Applied Sciences has developed LoyJoy, a chatbot that answers questions about its educational programmes.
The various questions from prospective students are answered 24/7 by generative AI.
They are forwarded to the relevant information via links in the chat.
If required, they can also leave their contact details to be contacted by the service team.
Results
Thanks to LoyJoy’s chatbot, customer service is relieved and enquiries can be processed quickly and efficiently.
Students receive immediate answers and can contact the service team seamlessly if required.
This solution improves the user experience and increases customer satisfaction.
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Business Goals
With the chatbot created on the LoyJoy platform, Diamant Zucker offers its customers a holistic service experience.
The chatbot answers questions about products, helps with the search for recipes and assists with product selection.
Users can also take part in competitions and sign up for the newsletter via the chatbot.
Results
Thanks to the LoyJoy chatbot, Diamant Zucker was able to significantly increase interaction with customers.
Users benefit from an improved service experience, which leads to more entries in competitions and a higher number of newsletter subscriptions.
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Business Goals
Diamant has prepared something special for its community this Christmas.
Registered members of the Diamant community had the exclusive chance to win Diamant products every week.
There was also the opportunity to win a grand prize.
The aim of this promotion was to attract new members to the community.
Results
The community members were enthusiastic about the four competitions and the number of participants was pleasingly high.
During the Advent calendar period, 7,000 new members were gained and numerous newsletter subscriptions were obtained.
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Business Goals
The skincare experts at Dermasence have developed a skin chat that offers an interactive experience with the help of LoyJoy.
Users can analyse their skin condition and receive personalised skincare recommendations.
The chatbot creates a personalised skincare routine with videos and guides users directly to suitable products in the shop.
Results
Customers are very satisfied with Dermasence’s skin chat.
The personalised customer journey strengthens brand loyalty and customer satisfaction.
The seamless integration into the online shop also leads to an increase in sales.
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Business Goals
The mobile phone provider Congstar has developed an interactive tariff advisor chatbot using the LoyJoy platform.
The chatbot asks simple questions about the frequency of use, the devices used and the number of people in the household.
Based on this, it recommends a tariff that perfectly matches the user’s individual requirements.
The user is directed to the tariff details via a direct link.
Results
The chatbot has been very well received. It enables users to find the right tariff quickly and easily.
LoyJoy enables Congstar to optimise the user experience and relieve its service staff at the same time.
The direct link to the tariff details also supports lead generation.
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Business Goals
The mobile phone provider Congstar uses a chatbot created with LoyJoy to offer its users personalised smartphone deals.
The chatbot asks for the desired smartphone features and tariff details.
In addition, each user receives a 10% voucher.
At the end, the chatbot forwards the users directly to the appropriate offers where they can redeem their voucher.
Results
Congstar’s chatbot is an effective solution for increasing user interaction.
It enables Congstar to collect valuable user data for profile enrichment.
At the same time, the voucher increases user loyalty and supports lead generation.
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Business Goals
The mobile phone provider Congstar uses the LoyJoy platform for an interactive Christmas quiz.
In addition to exciting quiz questions, customers were able to find out what type of Christmas person they are.
Coherent animations provided a unique experience in the run-up to Christmas.
At the end, a link led to the raffle entry form.
Results
The festive quiz format generated a high level of customer interaction and positive feedback with almost 200,000 chats started.
By using the LoyJoy conversational platform, this gamification contributes to an improved customer experience and promotes loyalty to Congstar.
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Business Goals
The mobile phone provider Congstar helps its customers to find the right prepaid top-up method.
An interactive chatbot was developed with the help of LoyJoy.
The chatbot asks questions about the customer’s top-up behaviour and then recommends the most suitable solution, supplemented by a detailed description.
At the end, users have the opportunity to give feedback and rate the top-up quiz.
Results
The chatbot uses gamification to playfully guide users to the ideal top-up option.
The NPS survey and a feedback field ensure continuous quality assurance.
This allows Congstar to improve customer service and optimise the user experience.
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Business Goals
BRITA, the water filtration specialist, wants to attract new newsletter subscribers in Spain.
Thanks to the chatbot created on the LoyJoy platform, users can easily register for the newsletter and receive a 25% discount code in return.
The users’ personal data was recorded directly in the chat.
Results
BRITA Spain effectively increases the number of newsletter subscribers thanks to the uncomplicated registration process.
Receiving the discount code directly in the chat increases user satisfaction and boosts the conversion rate.
The simple data collection in the chat also ensures a smooth user experience.
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Business Goals
The BERND BLINDOW GROUP is a private educational institution with 17 locations in Germany.
With the help of the LoyJoy Conversational Platform, a chatbot was created to improve customer service.
The chatbot answers all questions about the group’s educational programmes and directs customers to further information.
Customers can also request personal contact directly in the chat.
Results
The LoyJoy chatbot simplifies customer communication and speeds up the processing of enquiries.
This relieves the burden on customer service and improves the user experience at the same time.
The direct option to make contact means that interested parties can receive targeted further support.
This promotes lead generation.
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Business Goals
Bellersheim is a medium-sized company that optimises its customer service with LoyJoy.
With Bella, the AI chatbot, Bellersheim offers a digital solution that helps customers get answers to all areas of the company.
Users can select topics or ask their own questions directly. In the area of waste management, the chatbot offers an interactive quiz to test participants’ knowledge.
Results
Bella improves customer service by answering enquiries quickly and efficiently using AI.
The quiz on waste management also increases user engagement.
Overall, user satisfaction is increased by the interactive and user-friendly design of the chatbot.
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Business Goals
Following its great success, ALDI is once again launching a competition for subscribers to the ALDI WhatsApp channel with the help of LoyJoy.
The chatbot guides customers through an entertaining picture puzzle and collects their contact details so that they can be notified if they win.
At the end, customers have the opportunity to give personal feedback on the WhatsApp channel.
Results
ALDI’s chatbot is an effective solution for increasing customer interaction.
ALDI has already gained 10,000 new subscribers for its WhatsApp channel through the competition.
Thanks to the feedback field, ALDI is able to playfully collect valuable customer insights to further improve the WhatsApp channel.
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The Customer
ALDI North is one of the largest retailers in the world and has a strong presence in Europe. The company is known for its efficient business processes and excellent value for money, offering a wide range of high-quality products.
- Turnover 2023: 14.3 billion €
- Over 91,000 employees in eight European countries
The Task
As an enthusiastic customer, ALDI North has already successfully implemented numerous projects with LoyJoy based on various use cases. From advent calendars to competitions of all kinds, there are many ideas for different challenges that require different solutions.
- Marketing consents
- Increase engagement
- Increase sales
Customised solutions: Advent calendars
Following its great success in 2023, ALDI North also relied on LoyJoy in 2024 to increase customer enthusiasm during the Christmas season. The Advent calendars are a valuable traffic guarantor with increasing success every year. They lead to a high level of participation and a fantastic conversion rate!
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Customised solutions: Participatory campaigns & content formats
Participatory campaigns such as ‘A Taste of ALDI North’ invite the community to get creative and become part of an ALDI format. The LoyJoy chatbot becomes an application tool - participants are guided into the chat via social media to apply with their own recipes or recommendations.
Individuelle Lösungen: Raffles
ALDI North regularly uses competitions to collect customer data, generate leads and increase reach. The competitions are interactive, entertaining and perfectly tailored to the respective target group. Changing themes and visual highlights ensure lasting engagement.
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Summary
As one of the leading discounters, ALDI Nord uses LoyJoy to organise customer loyalty, interaction and data collection in an innovative way.
The collaboration with LoyJoy has increased marketing consent, successfully established new channels such as WhatsApp and significantly increased user activation. The ALDI team is delighted with high participation, strong conversion rates and simple technical implementation.
ALDI
ALDI North customers have the chance to win one of 200 limited edition Aldi Nord Hackenporsche.
Business Goals
ALDI Nord is giving away 200 limited edition ALDI Nord Hackenporsche cars to its customers.
A chatbot was developed for this with LoyJoy, which collects the address data and email addresses of the participants.
Users enter their data directly in the chat - all in compliance with the GDPR, of course.
At the end, the chatbot provides a link to the current ALDI North offers, which forwards the user directly.
Results
The competition with the limited edition ALDI Hackenporsche increases brand awareness and attracts a lot of attention on social media.
The chatbot collects valuable user data in compliance with GDPR and promotes customer engagement.
By linking to current offers, it strengthens brand loyalty and contributes to long-term customer retention.
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Business Goals
ALDI has come up with a surprise for its birthday customers.
A LoyJoy chatbot leads birthday customers directly from an invitation email into a personalised dialogue.
In addition to an ALDI Fotowelt voucher code as a gift, participants also have the chance to take part in a competition.
Results
ALDI strengthens the relationship with its customers and increases customer satisfaction with the personalised birthday surprise in the chat.
The seamless transition between email, chatbot and the photo world shop creates a genuine omnichannel approach that retains attention across all channels.
The link to the ALDI Photo World increases lead generation.
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Business Goals
ALDI North uses a chatbot from LoyJoy to inspire its customers with a playful personality test.
Participants answer fun questions about their personality and find out what type of fruit or vegetable they are.
They can also win a shopping voucher. Personal data such as name and e-mail address are recorded directly in the chat.
At the end, each participant receives a recipe suggestion.
Results
The competition is very popular with participants.
The chatbot uses entertaining gamification elements such as funny pictures and emojis to increase customer engagement.
The recipe suggestion motivates participants to shop directly at the ALDI North Group.
This strengthens brand loyalty and collects valuable customer data.
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Business Goals
ALDI North also relied on the LoyJoy platform in 2024 to increase excitement during the Christmas season. Daily chances to win and the option to stay informed through newsletter subscriptions encouraged customer interaction. Uploading a receipt provided additional motivation to reach the grand prize.
Results
The ALDI North Group’s 2024 Christmas campaign recorded an increase in the number of participants and calls. The integration of the LoyJoy platform activated many customers every day. The combination of competitions and receipt uploads boosted integration and engagement.
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Business Goals
ADAC Insurance is launching its campaigns for international travel health insurance just in time for the holiday season.
Leads and sales are to be generated via channels such as Instagram and Facebook.
Instead of traditional landing pages, ADAC Insurance is relying on an interactive LoyJoy chatbot.
This is integrated into the existing systems via API and offers the entire application process as a dialogue.
Results
The chatbot is the first project resulting from the collaboration between ADAC and LoyJoy.
The entire application process runs seamlessly in the chat. Sales via digital channels are being transformed into dialogue in line with modern trends.
The chat is impressively user-friendly. This creates a modern customer experience that makes it easy and efficient to enter the digital product world of ADAC.
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Ziele
LoyJoy is helping Bundesliga club and traditional football club 1. FC Köln to digitise fan communication.
The AI agent Hennes answers fan enquiries and reduces the workload on customer service.
Personalised communication strengthens fan loyalty and increases lead generation.
Direct links take fans to detailed information and online shop offers. Detailed information about tickets is also available.
Ergebnisse
Hennes reliably answers all fan enquiries, thereby reducing the workload on customer service.
It enables a targeted, personalised approach to fans and strengthens their emotional connection to the club.
Through targeted links to relevant content and the online shop, the chatbot increases lead generation and improves the quality of digital services for fans.
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Business Goals
Eucerin is an internationally known dermatological skin care brand. In order to be able to advise customers in a resource-saving way among the large number of product lines for different skin conditions, a chatbot skin consultation was created.
With just a few questions it leads to the correct skin condition and the corresponding products.
Results
The chat has already been published on the websites of several Eucerin countries in Europe, the Americas, Africa, and Asia.
Participants particularly like the interactive, playful way of finding their individual product recommendation. The products can directly be purchased online.
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Business Goals
For more than 100 years, Ottobock develops innovative prosthetic products. Due to the consultation-intensive products, Ottobock places a lot of emphasis on individual consultation.
Ottobock has launched a chat to help customers navigate the website and find the right products.
Results
Customers of Ottobock now have a direct and easy-to-use contact channel via chat.
New customers can book a product demo. In a live chat, the Ottobock team connects 1:1 with customers. When no agent is available, the chat offers to leave a message which the team can answer asynchronously.
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Business Goals
The medical technology company Ottobock is a global leader in the field of prostheses and orthoses.
Together with LoyJoy, a help chat was developed for specialist staff.
It enables quick support for questions about products, technology and adjustments.
Results
Embedded in the Ottobock website, the chatbot supports specialist staff with questions about the company and its products. Thanks to generative AI, the chatbot is able to provide answers based on the Ottobock knowledge database. It thus helps to increase customer satisfaction and relieve the customer service team.
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Business Goals
The Westerwald Bank wanted to enable customers access to core service processes 24/7 with a convenient and AI-powered conversational assistant.
The chatbot supports in the subjects of online banking, banking account and card cases, personal issues and informs about the branch offices.
Results
“Clara Wäller” supports customers in banking activities, answers basic questions automatically and offers a live chat.
Customers can book appointments in a simple and joyful way. Minimal data privacy footprint and encrypted data transfer.
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Business Goals
The coffee and coffee accessories manufacturer Melitta wants to reward the purchase of a coffee machine with cashback.
A playfully simple cashback redemption process within a chat flow without media disruption is intended to increase sales of the machine.
Results
In the chat, the product can be identified by barcode scan and it can be registered directly. The receipt upload only takes place after a successful AI check.
Shoppers are enthusiastic about the uncomplicated process.
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Business Goals
Württembergische Gemeinde-Versicherung a.G. has been offering needs-based insurance coverage since 1921.
Novice drivers without their own car should have the opportunity to calculate and take out the appropriate YoungDriver insurance in a playful chat dialog.
Results
Just under 25% of chat conversations led to a successful contract conclusion.
”We are very satisfied. That’s due to the product in particular, of course, but certainly to a certain extent also to the nature of the dialog.”
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Business Goals
With more than 145 years of experience in innovative heating technology, Vaillant attaches great importance to customer-oriented service and individual advice.
In order to relieve the customer service team, the most frequently asked questions and a detailed advice route are presented in a chat on Vaillants website.
Results
Thanks to the convenient and engaging chat experience, customers of Vaillant use the chat frequently to quickly find the right product or content.
The automated processes ensures that consumer issues are resolved while reducing the workload of the customer service team.
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Business Goals
As one of Germany’s best-known manufacturers of children’s bicycles via stationary dealers, as well as its own website, digital marketing is a key for Puky.
In order to better support and advise the customer when buying a bicycle, a chatbot with various functions was implemented and integrated on the website.
Results
Thanks to the convenient chat experience, common consumer questions are now answered automatically and instantly. Finding the nearest store and the right product is now done via chat.
For more specific questions the live chat option comes in handy.
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Business Goals
As the leading direct insurer in Germany CosmosDirekt wants to improve interaction and engagement with GenZ
CosmosDirekt is the main sponsor of the RedBull Gameball Royale. A chat-based raffle was set up, that also included an educational part. It is advertised on Twitch, TikTok, Instagram and Twitter.
Results
Cooperating with LoyJoy significantly increased customer engagement, marketing permissions. The educational part also increased cross-selling.
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Business Goals
To improve the customer experience, BRITA, expert for water optimization and individualization, launched a product finder for its water filters using the LoyJoy platform. The chat helps customers find products quickly and easily and thus relieves the sales team.
The chat was launched in four countries: Spain, France, Belgium and the Netherlands.
Results
The chat experience provides a playful way to find the perfect BRITA product. The chat leads to a significantly improved service experience through the guided dialogue with the LoyJoy chat. In the end, this leads to more clicks on the products and more satisfied consumers.
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Business Goals
To encourage customers to top up their prepaid credit, Congstar has added a chatbot to its top-up website. Customers can now take a small personality test and are then informed about the best top-up option for them.
Results
Since the implementation of the LoyJoy platform, 54 % of the opened chats resulted in an interaction.
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Business Goals
NIVEA Sweden wanted to promote their new product launch and achieve a higher on-site engagement than on the original static landing page.
The LoyJoy chatbot transformed the product launch into an interactive, joyful experience for website visitors.
Results
NIVEA Sweden is very pleased with the results: “Just to see the Bounce Rate drop from 92% to 45% on this kind of campaign is insane. The change is massive.”
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Business Goals
To celebrate Géramont’s 50th anniversary, ich-liebe-Käse.de planned an exciting customer raffle.
The goal was to increase sales. This was achieved by using the LoyJoy platform, which allowed customers to engage with the interactive birthday chatbot by submitting their receipts.
Results
By using the seamless chat feature of the LoyJoy platform, ich-liebe-käse.de has enhanced their customer experience.
This gamified experience encourages customers to participate repeatedly, adding an element of fun and anticipation to the promotion.
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Business Goals
Deutsche Telekom wants to strengthen and increase customer loyalty.
Within the interactive birthday chatbot, which is built on the LoyJoy platform, customers can order a birthday gift online or show a QR code in Telekom shops to receive it.
Results
74 % of the opened chats resulted in an interaction.
47% of customers rated the chatbot with an average of 4.4/5 stars and the open feedback was extremely positive.
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Business Goals
Tchibo B2B is the business customer division of Tchibo. The coffee experts supply companies, catering businesses and offices with customized coffee solutions. The LoyJoy chatbot supports lead generation and qualification. It asks about the requirements for the coffee solution in order to create individual offers.
Results
The chatbot developed on the LoyJoy Conversational Platform offers a playful way to find the perfect coffee solution from Tchibo.
The chatbot optimizes the service experience through a structured dialogue, resulting in higher product interaction and more satisfied customers.
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Business Goals
The DAX-listed company Covestro has teamed up with LoyJoy to develop a chatbot that provides specialist staff with quick access to safety data sheets (SDS). SDSs are essential for the safe handling of chemicals. The chatbot enables a targeted search by country and language - simple and time-saving.
Results
Covestro has made its customer service more efficient with LoyJoy’s innovative conversational solution. The chatbot reduces manual effort, speeds up the provision of information and increases customer satisfaction. At the same time, Covestro gains valuable insights into customer needs and improves service quality.
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Business Goals
For their 2023 christmas campaign ALDI once again created a Advent calendar based on the LoyJoy platform. Each day of the ALDIventskalender reveals a new chance to win a range of prizes, from tech products to unique experiences.
Sign up for the ALDI newsletter and daily reminder to never miss opening a door.
Results
Customers loved the new way of interacting.
KPIs from previous years without LoyJoy were significantly exceeded, e.g. higher conversion rates, more participants, and a better retention rate.
A success story with potential to continue!
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Business Goals
To mark the milestone of 35,000 subscribers to the new ALDI North WhatsApp channel, ALDI developed a raffle based on the LoyJoy platform. The background to this was, on the one hand, obtaining marketing consent and, on the other, asking participants how they rated the WhatsApp channel and what could be improved.
Results
With the playful approach of the LoyJoy platform, ALDI has already managed to generate over 7 thousand new followers for the ALDI North WhatsApp channel. At the same time, 50% of participants used the feedback field and shared their ideas for improvement.
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Business Goals
Through the new GPT interface of the LoyJoy platform Diamant provides customers with an unique user experience.
Customers can now interact with a conversational chatbot which shows them possible recipes, depending on their chat history.
Results
With LoyJoy as a technological platform, Diamant can achieve innovative digital advice on various recipes in a chat dialog.
More than 70% rate the answers generated by the chat as positive.
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Business Goals
RTL+ is Europe’s leading streaming platform for TV shows, live sports, movies, music & podcasts. In order to relieve the customer service and to provide a round-the-clock service, RTL wanted to implement an automated chat.
The introduction should be fast and the maintenance should be done without much effort.
Results
RTL+ decided to work with LoyJoy and was one of the first customers to rely entirely on generative AI.
The chat went online without any AI training. Since then, it has preceded any other contact channel.
More than 90% of the requests are answered.
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Business Goals
To increase newsletter subscriptions, beloved Oats manufacturer Kölln, uses the LoyJoy platform to implement raffles. By turning the experience into a conversation, Kölln captures the engagement of consumers.
Customers can take part in the raffle by simply answering the the quiz and subscribing to the newsletter – solely in the chat.
Results
Using the LoyJoy platform, Kölln creates a fun and educational customer experience. Customers learn about Kölln’s products and have the chance to win various prizes.
A staggering 86% of the sessions resulted in a raffle participation and the new subscriptions to the newsletter are at a very high level.
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Business Goals
Following the great success of the previous year, Eucerin España once again launched a chat advent calendar in 2024 with the help of the LoyJoy platform. Every day, customers had the chance to take part in an exciting quiz and qualify for the competition with the correct answer.
Results
Eucerin’s competition was a complete success: with over 25,000 entries, the Advent calendar chatbot showed high user activity and impressive conversion rates. At the same time, Eucerin gained valuable opt-ins to be able to send customers personalized product information in the future.
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Business Goals
Eucerin set up a chat-based advent calendar on the LoyJoy platform. It contained 24 doors with daily prizes. This was preceded by a week-long pre-phase to build customer anticipation.
The prizes were part of a raffle. To participate, customers had to subscribe to the newsletter and could opt in for a daily quiz reminder email.
Results
Eucerin attracted a large number of participants by using the LoyJoy platform. In addition, the campaign achieved a high rate of interaction among the participants.
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Business Goals
Evangelische Bank wants to support its customers with a completely new chat experience that is powered by generative AI. Customers can find all important information in the chat or simply enter their own questions.
Results
By adding ChatGPT to the chat experience, Evangelische Bank reduces the workload of the service team and provides a new interactive and natural experience for their customers.
More than 95% of the requests are answered automatically.
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Business Goals
The DFB-ePokal powered by ERGO is a nationwide eFootball competition of the DFB, in which both amateur teams and eFootball professionals from all over Germany compete. DFB wanted to increase the number of signups and reach the Gen Z audience via Social Media.
They decided to offer the full signup process in a LoyJoy-powered chat.
Results
Thanks to the convenient and engaging chat experience, the bounce rate of Social Media ads on Instagram, Facebook, and Twitter was dramatically reduced.
Right on the first day, the chat lead to a doubling of signups for the competition, exciting the DFB team.
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Business Goals
Aiming to bolster its global customer service, SCHOTT CERAN sought to incorporate a chat feature for quick access to FAQs and a platform for inquiries. Behind the scenes, a generative AI, trained on SCHOTT’s documents, ensures precise responses.
Available in 10 languages, the chat is designed for a global user base.
Results
With the assistance of LoyJoy, the chat, along with its generative AI, was launched globally in just a few weeks in October 2023.
The journey continues as SCHOTT plans to expand the chat’s knowledge base and processes, a task managed by the SCHOTT team themselves.
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Business Goals
DEPT, a pioneer in technology and marketing, wanted to automate its career and application processes, as the acquisition of top talent is of utmost importance to them.
Together with LoyJoy, a chat experience was created that provides the user with information about DEPT and links to all vacant positions.
Results
The chat runs completely on the LoyJoy platform and surprises the applicants with many animations and videos around DEPT. Candidates get a glimpse of what DEPT is all about and can explore all the open positions.
This gamified approach gives candidates a whole new experience of what a state-of-the art application process can look like.
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Business Goals
To increase sales and the number of newsletter subscriptions, Ferrero wanted to introduce an innovative customer sweepstakes at the beginning of the summer that goes beyond a traditional contest.
The goal was to strengthen the popular Kinder brand through an interactive, playful experience while simultaneously collecting valuable customer data. Customers should be motivated to sign up for the newsletter through an entertaining quiz and attractive prizes.
Ferrero aimed not only to increase reach but also to sustainably strengthen customer loyalty through an entertaining brand experience.
Results
By using the LoyJoy conversational platform, this innovative gamification contributes to a significantly improved customer experience and notably strengthened loyalty to the Kinder brand.
With an impressive 86% of opened chats leading to active interaction and an exceptional conversion rate of 93%, the campaign exceeded all expectations. The high engagement rate demonstrated strong participant interest in the interactive format.
The sweepstakes generated a considerable number of new newsletter subscribers and noticeably increased the online presence of the promoted Kinder products during the campaign period.
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Business Goals
Germany’s leading direct insurer CosmosDirekt has created an advent calendar on the LoyJoy platform.
In addition to a raffle with great prizes, there was a small quiz to refresh knowledge about the different CosmosDirekt insurance policies.
At the end of the advent calendar, cross-selling products were placed that matched the insurance policies asked about in the quiz.
Results
CosmosDirekt was the first insurer to launch an advent calendar - and with great results!
Great animations and great prizes led to high conversion rates and participation numbers.
What a huge success for CosmosDirekt and LoyJoy!
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Business Goals
With ePower technology, Nissan is revolutionizing engine technology and combining the benefits of e-mobility with easy refueling instead of charging. A highly efficient internal combustion engine charges a purely electric drive.
The launch will be accompanied by a LoyJoy chat: Customers can learn about the new technology, arrange test drives and receive concrete offers.
Results
On the nissan.de website, the chat welcomes customers in a friendly manner and quickly guides them to the desired information about ePower.
In addition, a test drive can be arranged directly or the nearest dealer can be found and contacted for a quote. All seamlessly in a chat-based assistant.
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Business Goals
zeb, one of the leading strategy, management and IT consultancies for the financial services industry in Europe, wanted to create a new recruiting experience for their talent acquisition.
Based on the LoyJoy platform, a new, exciting application experience was created.
Results
The new recruiting experience is implemented on zeb’s website.
The avatar zeb.RA, short for zeb Recruiting Assistant, guides the applicant through the chat and provides important information about vacancies, the application process and contact persons.
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Business Goals
The municipal utility “Stadtwerke Herne” wanted to implement a new customer chat enhanced by GPT AI. Together with our partner Trianel a new experience was developed.
Trained using an extensive knowledge base, the chatbot not only gives coherent responses, but also impeccable accuracy.
Results
From assisting with meter readings to guiding customers through payment adjustments, the chatbot named “Erna” is ready to provide fast, reliable support which frees up the customer service team and helps them to spend more time with customers.
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Business Goals
Savencia, a long-time LoyJoy customer, aimed to develop a new AI-powered chat experience. The chat is now integrated into the German web portal “ich-liebe-käse.de” (I love cheese).
Users can ask “Käse-Karl” questions about Savencia’s cheese products and browse through delicious recipes.
Results
Savencia now offers its customers a new AI cheese chat experience on its website. Customers can interact with their favorite cheese brand on a new level.
The chatbot recommends recipes featuring Savencia’s cheese, enhancing recognition of the different cheese varieties.
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Business Goals
To increase customer loyalty and sales, ALDI created an entirely new fashion collection, “ALDI Original”. The pieces were created by artists from all over Germany.
A raffle was set up where users had to upload an ALDI receipt. The more receipts were uploaded, the higher the chance of winning an exclusive ALDI Original piece. The chat was implemented on TikTok, Snapchat, Instagram, in ALDI stores and on the website.
Results
The ALDI Original raffle was a huge success. The implementation on multiple channels led to a skyrocketing interactions rate with a huge number of conversations. Additionally, the chat was shared multiple times with friends or family members.
Fun fact: The most popular piece was the “Hoodie Milchmäuse”, which is pictured on the next page.
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Business Goals
Melitta is an internationally operating and family-owned group with a wide range of brands and products for different needs: coffee, coffee machines, and household products.
For its subsidiary in the Netherlands, Melitta launched an generative AI-powered service chat on the LoyJoy platform using LoyJoy’s GPT feature.
Results
Coffee enthusiasts can chat and ask questions about different coffee machines and get comprehensive information. In addition to answers, articles and links are provided for a complete overview.
The new chat experience is a smart and easy way to communicate all the necessary information about Melittas products.
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Business Goals
SCHOTT uses the LoyJoy platform for its assistant on the career portal to address potential applicants in a dialogic and interactive way.
The chatbot is a low-threshold contact point for questions and even offers a simple application option directly in the chat to increase conversion.
Results
With the new Career Assistant, SCHOTT has succeeded in attracting new talent to the company across all generations.
The chatbot impresses with its intuitive operation and fast AI-generated answers.
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Business Goals
German insurer “die Bayerische” implemented a new AI-powered insurance chat based on the LoyJoy platform.
The chat answers customer questions about insurance products directly during the application process. This ensures that customers are not redirected away from the application and do not have to pick up the phone. The chat helps to increase the conversion rate and customer satisfaction.
Results
Customers are able to seamlessly inquire about bicycle insurance within the chat interface and receive prompt and personalized assistance. In addition, the inclusion of relevant website links, such as the insurance calculator, further enhanced the user experience.
As a result, Bayerische saw increased customer engagement and satisfaction.
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Business Goals
Dermasence is known for medical skin care products. To better explain the products online, the brand switched from the traditional static website to LoyJoy chat.
A Conversational Journey with skin analysis function was published on Dermasence’s website. The chat is available in German and Dutch
Results
Both the skin analyze function and the keyword search are used a lot by customers.
The customers and Dermasence itself are very satisfied with the consulting service offered in the chat.
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Business Goals
Beiersdorf Spain partners with Real Madrid to promote the NIVEA MEN Fan Club and turn soccer fans into NIVEA Club members.
The standalone app, which is 100% based on the LoyJoy platform, includes product tips for NIVEA MEN and the chance to win VIP tickets and merchandise.
Results
The launch took only 4 weeks. There was no need to develop a custom landing page.
LoyJoy as the chosen tool led to higher interaction rates and additionally to the generation of new leads through active recommendation.
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Business Goals
The Senger car dealership group with 40 locations faced the challenge of optimizing the time-consuming process of data collection in sales. Salespeople had to request various personal data during customer consultations and manually enter it, which distracted from the actual sales conversation.
The goal was to digitize and automate this process to give sales staff more time for personal customer consultation. With a specially developed LoyJoy chatbot, all necessary customer data should be collected automatically and in a structured manner.
At the same time, Senger wanted to improve data quality and create seamless integration with existing CRM systems to optimize downstream processes.
Results
The implemented chat represents a significant relief for sales staff, who can now focus entirely on customer consultation instead of wasting time with manual data entry. The efficiency of sales conversations could be noticeably increased.
Customer data is now automatically and error-free stored in the digital database, which considerably improved data quality. The seamless integration allows customers to be contacted promptly and specifically with relevant offers, leading to a significantly higher follow-up success rate.
The system is now deployed across all 40 locations and has noticeably increased customer satisfaction through personalized service.
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Business Goals
The start-up Jobin Hood wanted a simple and fast communication to bring companies and employees together.
Jobin Hood uses LoyJoy as its central app. The chat, brings trainees and companies together and embodies Jobin Hood’s business model.
Results
Jobin Hood uses LoyJoy as a technological platform to achieve innovative, contemporary matching of employees and employers in a 1-2-1 dialogue.
Jobin Hood developed the chat itself, which underlines the user-friendliness of LoyJoy.
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Business Goals
The Westfalen Group is active in technical gases, refrigeration and heating, service stations and mobility, and respiratory home therapy. For their liquid gas division, a GPT AI-powered chat was created on the LoyJoy platform.
Customers and leads can get all necessary information about the different offers of Westfalen and can send concrete inquiries for specific solutions to Westfalen.
Results
Customers can conveniently enter requests for liquid gas directly in the chat. Because of its interactive interface, the chat performs better than any traditional request form.
In addition, the automation saves time for the service staff.
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Business Goals
For their 2023 Christmas campaign, Savencia, delighted their customers with an incredible conversational Advent calendar based on the LoyJoy platform.
Savencia is one of the first customers of the LoyJoy platform and the first Advent calendar already launched way back in 2018. The Savencia team continues to be an enthusiastic and avid user of LoyJoy.
Results
Implemented on their German consumer platform ich-liebe-kaese.de, the Advent calendar offered daily changing prizes, with the chance to win a grand prize of a travel voucher.
Promoted on social media, it is a valuable traffic bringer with an each year bigger success. The calendar led to high participation numbers and a fantastic conversion rate!
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Business Goals
The telecommunications brand Congstar wanted to replace their traditional Easter raffle campaign with an innovative, digital experience. The goal was to strengthen customer loyalty and acquire new customers.
With an entertaining and playful chatbot approach, the LoyJoy Conversational Platform was designed to create a unique Easter experience that goes far beyond a conventional raffle.
At the same time, valuable customer data should be collected and newsletter registrations generated to improve long-term customer communication.
Results
LoyJoy’s conversational platform with an integrated gamified approach led to over 128,000 participants, exceeding all expectations. With an exceptional conversion rate of 95%, Congstar’s Easter Raffle was a resounding success.
The high participation numbers and impressive conversion rate showed that customers responded very well to the innovative chat format. The positive response underscored the viral success of the campaign and significantly increased Congstar’s brand awareness.
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Business Goals
The YouTube format “A Taste of ALDI North” is aimed primarily at Gen Z. For the series “Family Flavour” and “Ein Bissen”, the community was invited to submit family recipes or local restaurants
The chat is advertised on the social media channels TikTok and Instagram, among others.
Results
With the LoyJoy Conversational Platform, ALDI Nord was able to successfully engage Gen Z interactively and establish a direct dialog.
The seamless integration of the chatbot on TikTok and Instagram made it possible to reach the young target group in a personal and appealing way.
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Business Goals
Eucerin Austria has integrated a versatile chatbot on its website:
Users can take part in a competition, find out about anti-pigment products and have a skin analysis carried out. GDPR-compliant marketing consent is obtained within the chat.
Results
The chat brings consumers even closer to their favorite skincare brand. Interactive media are made available and competitions are offered regularly.
In addition, new marketing consents are obtained through the integration of the newsletter registration.
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Business Goals
As part of Beiersdorf, Hansaplast has been an expert in wound care and injury prevention for over 140 years.
The No. 1 in wound plasters in Germany was looking for product testers for the launch of the new Aqua Protect plaster and at the same time wanted to generate new newsletter registrations in compliance with GDPR.
Results
Through the playful implementation on the LoyJoy Conversational Platform, Hansaplast was able to record a significant increase in newsletter subscriptions and at the same time increase the popularity of the new Aqua Protect plasters.
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Business Goals
Swirl® is a brand of the Melitta Group for the “practical cleanliness” business segment, such as vacuuming, waste disposal and descaling appliances.
Swirl® has initiated a competition for its new bin liners made from 100% recycled plastic and is giving away attractive prizes to all participants who buy Swirl® bin liners in the campaign area and upload a receipt.
Results
The newly developed competition experience was integrated into the Swirl® website.
Thanks to the informative chat with receipt upload, consumers were not only able to see the new bin liners made from 100% recycled plastic for themselves, the product launch was also very successful.
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Business Goals
Kneipp has stood for high-quality body care products and natural treatments for over 130 years.
For Easter, Kneipp wanted to implement a competition in the chatbot to strengthen the brand and increase customer loyalty. Customers could win Kneipp products and subscribe to the newsletter.
Results
The chatbot was integrated into the Kneipp website.
Customers could also subscribe to the newsletter to receive information about Kneipp products and future competitions.
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Business Goals
NIVEA Switzerland promoted new products based on the LoyJoy platform.
The goal was to attract new members to the myNIVEA loyalty program, register product testers, draw attention to the new LUMINOUS630 product line and obtain GDPR-compliant marketing consent.
Results
The chatbot collected GDPR-compliant marketing consents for NIVEA and provided an innovative way to engage with registered customers, conduct closed-loop product tests and market new products.
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Business Goals
Embedded in the French BRITA website, the chatbot combines various use cases.
Customers and interested parties can obtain advice on BRITA products such as water filters and register for the newsletter in compliance with GDPR.
Results
By using the LoyJoy Conversational Platform, BRITA combines different customer experiences such as product advisors and newsletter registration and thus offers users added value through interactive advice.
In addition, the chatbot supports BRITA in lead generation.
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Business Goals
The “Fachhochschule des Mittelstands” is one of the leading private universities in Germany.
For prospective students, the university offers an advisory chatbot that, thanks to the GPT integration, answers questions about all study programs and the university in general.
Results
By using the innovative chatbot, all questions about studying are answered interactively. This reduces the workload of the student advisory team and inspires the target group of GenZ prospective students to study at FHM in a playful way.
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Business Goals
In order to support pharmacies and dermatological doctors in advising patients, Eucerin wants to introduce a digital patient brochure that can be accessed flexibly from any mobile device via QR code.
Eucerin is using LoyJoy as the central app for this.
Results
With LoyJoy as a technological platform, Eucerin can achieve innovative digital advice on various skin conditions and products in a chat dialog.
In addition to the patient brochure on acne, four other digital brochures are currently in the works.
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Business Goals
Ottobock, the innovative medical technology company wanted to develop a trade fair chatbot for OTWorld 2024 in Leipzig.
A chat was developed on the LoyJoy platform to inform interested parties about the trade fair program and products such as orthoses and prostheses. Ottobock’s latest prosthesis was also advertised.
Results
The informative and interactive advice on the trade fair program and products succeeded in arousing visitors’ interest and providing them with optimum support.
The promotion of Ottobock’s latest prosthesis was particularly well received.
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Business Goals
The pharmaceutical company Bionorica is offering its customers a new experience for the product Canephron®.
The chatbot “Vroni” offers a free cystitis test and links to interesting articles on the subject of cystitis. Interested parties can also sign up for the Bionorica newsletter.
Results
Implemented on the Canephron® website and developed on the LoyJoy Conversational Platform, “Vroni” offers interested parties important information about cystitis and at the same time introduces the Canephron® product.
In addition, anonymized data is collected for studies and internal purposes.
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Business Goals
Thitronik, market leader in the field of safety technology for motorhomes and caravans, wanted to implement an advisory chatbot on its website.
The generative AI has access to all of Thitronik’s product documentation and answers all product-related questions.
Results
Thitronik’s virtual assistant, powered by advanced generative AI, answers customer queries at any time of the day. The chat not only improves the customer experience by providing immediate assistance, but also frees up the service team to focus on complex customer requests.
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Business Goals
An exclusive competition has been developed for the Diamant community on the LoyJoy platform. The prerequisite for participation was a community membership. Following the competition, users had the chance to sign up for the Diamant newsletter.
Results
The community competition quickly proved to be a great success. Not only were there many new registrations for the community, but the optional registration for the newsletter was also used by many users.
In addition to the website, the competition was also advertised on Diamant’s social media channels.
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Business Goals
As an IT provider and software manufacturer, DTS has stood for innovation and expertise throughout Germany and Europe since 1983. The company wanted to modernize its customer service while relieving the burden on the service team.
With the implementation of LARS (Likeable Artificial Robotic Support), DTS offers customers, leads and applicants a generative AI-powered chatbot that is available 24/7 and intelligently answers complex IT questions.
The chatbot was designed not just to answer simple inquiries, but also to provide product consultation and generate qualified leads for the sales team.
Results
Based on the LoyJoy Conversational Platform and supported by GPT-AI, DTS has significantly increased information availability, noticeably improved user interaction and considerably enhanced website usability.
LARS now automatically answers a large portion of incoming customer inquiries, routing only complex cases to the human service team. This resulted in a substantial reduction in processing times and noticeably higher customer satisfaction.
The sales team benefits from better qualified leads that the chatbot pre-categorizes and enriches with relevant contextual information.
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Business Goals
Founded in 2014, the company’s benefits software offers a user-friendly solution that allows companies to make various exclusive offers to their employees. Belonio wanted to digitize and automate their consulting process to reach more potential customers.
Based on the LoyJoy platform, the Belonio team has independently developed an intelligent chatbot that provides personalized advice to help interested parties find the right benefits for each individual business. The chat was designed to both improve the customer experience and relieve the sales team from routine inquiries.
The goal was to create a 24/7 available digital consultant that could conduct complex advisory conversations and generate qualified leads.
Results
The innovative advice via chatbot offers Belonio a highly efficient and interactive way to generate leads and significantly relieve the service team. The chatbot automatically conducts a large portion of initial consultations and pre-qualifies leads.
This resulted in a noticeable reduction in consultation time for the sales team and enabled significantly higher lead processing capacity. The conversion rate from website visitors to qualified leads could be substantially increased.
All processes are handled in strict compliance with GDPR, which strengthens the trust of Belonio’s enterprise customers and positions the company as a technologically advanced partner.
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Business Goals
ALDI has developed an exclusive raffle on the LoyJoy Platform for its newsletter subscribers.
Delivered via the newsletter, the raffle included a profile enrichment. This allows ALDI to offer its customers a personalized marketing experience.
Results
With the newsletter link to the current raffle, ALDI was not only able to collect further important marketing consents, but also collect additional consumer data through the profile enrichment - all in an entertaining, playful and GDPR-compliant way.
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Business Goals
Veritas has been the leading organic supermarket chain in Spain for many years. Based on the LoyJoy platform, a first chatbot was developed with which Veritas successfully generates leads. This is incentivized with a voucher for a box of strawberries. New leads and marketing permissions for the loyalty program were gained on social networks such as Instagram and TikTok.
Results
Veritas was able to offer its customers an attractive and entertaining promotion thanks to the playfully designed chatbot.
The gamification elements in the chat not only increased engagement and provided Veritas with data protection-compliant marketing data, but also significantly increased the conversion rate.
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Business Goals
A chatbot was developed for Eucerin’s Brazilian website to answer questions about Eucerin anti-pigment products with the innovative active ingredient Thiamidol.
Based on a knowledge database from Eucerin Brazil, the AI generates the answers and helps customers make the right product choice.
Results
The chatbot developed on the LoyJoy Conversational Platform enables Eucerin to promote its anti-pigment products and provide consumers with useful information about the active ingredient Thiamidol. It also provides links to the newsletter registration and the online store.
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Business Goals
“Essen auf Rädern” is a service from apetito that delivers meals directly to your home. Apetito has set up the information portal EssenaufRädern.de and integrated meal services throughout Germany. The new chatbot answers a wide range of questions about the services that customers could previously only answer through time-consuming research.
Results
Thanks to the new chatbot, EssenaufRädern.de has significantly improved its customer friendliness and retention. The implemented chatbot, which is based on generative AI, successfully answers a large number of customer queries, which has led to a noticeable reduction in customer service workload and increased customer satisfaction.
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Business Goals
Paul Hartmann AG is a leading German company that manufactures and distributes innovative medical and care products.
With the help of the LoyJoy platform, an innovative chatbot with a voice avatar was implemented. Eva understands text and voice input and responds both in chat and via an audio track.
Results
With the introduction of the voice avatar Eva, Hartmann has turned chat into an interactive and more human conversational experience.
The innovative nature of the chatbot not only increases user-friendliness, but also takes customer communication to a new level.
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Business Goals
TRUMPF is a leading global family-owned company that develops machine tools, laser technology and electronics for industrial applications.
A chatbot powered by generative AI has been implemented on the company website with the help of the LoyJoy platform.
Results
Embedded in the TRUMPF website, the chatbot supports customers and leads with questions about the company.
Thanks to generative AI, the chatbot is able to provide answers based on the TRUMPF knowledge database, thereby increasing customer satisfaction and reducing the workload of the customer service team.
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Business Goals
DA Direkt is a German online direct insurer and part of the Zurich Group Germany. Its insurance products have already won numerous awards.
The LoyJoy chat supports sales and includes a complete application process. It advises customers on pet health insurance, calculates prices individually and thus wins new customers. The chat is directly connected to DA Direkt’s CRM system to seamlessly transmit leads. The website is also connected to the chatbot and automatically takes over the data from the chat. The chatbot was implemented by the DA Direkt team in-house.
Results
The chat is the first product from the collaboration between Zurich Group Germany and LoyJoy. LoyJoy won the Zurich Innovation Championship, a global competition, in 2024.
The chatbot successfully generates new leads and contracts for DA Direkt in key target groups via social media channels such as Instagram and Facebook.
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Business Goals
Milkana is a brand from Savencia’s diverse range of cheeses. The marketing campaign in cooperation with the fashion company Takko Fashion aims to increase reach and sales. Customers can enter an on-pack code in the LoyJoy chat for each Milkana product purchased and receive a personalized €10 Takko voucher.
Results
As a long-standing partner, Savencia uses the LoyJoy platform to run competitions and marketing campaigns on the ich-liebe-käse.de consumer platform. The campaigns are very popular and regularly increase sales of Savencia products.
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About the Company
VR TeilhaberBank was created in 2021 from the merger of three cooperative banks and, with a balance sheet total of 5.2 billion euros, is one of the largest VR banks in Bavaria. More than 91,000 “shareholders” form the basis of the financial institution.
VR TeilhaberBank at a Glance
- Industry: Financial services
- Employees: over 700
- Market/Region: strongly anchored in the Nuremberg metropolitan region
- Target group: Private and corporate customers in the mid-market segment, cooperative members
Key Facts about the Project
- Implementation duration: 3 to 6 months
- Three functional areas: Mia GPT, Mia Search, Mia Assistants
- Data protection compliant hosting: Pure EU hosting by LoyJoy and LLM via Microsoft Azure in the EU
- Demonstrable reduction of search efforts in information retrieval
- Project management by internal innovation team, supported by LoyJoy experts
Initial Situation
After the merger, the cooperative bank faced a typical challenge: How can knowledge and work instructions from three organizations be efficiently bundled, kept up-to-date, and made accessible?
There were the following central problem areas:
- Distributed knowledge sources: over 1,000 PDF documents, websites, blogs, product information and the intranet
- High search effort: Employees often needed 5 to 30 minutes for information research
- Earlier rule-based chatbot was not very powerful, inflexible and not scalable
- Technological objective: Integration of a secure, generative AI solution that supports both classic, rule-based workflows and generative AI use cases
Already in 2021, the first internal chatbot “Mia” was introduced. This was then replaced by the LoyJoy platform and its generative AI from 2023 onwards and further developed on it. VR TeilhaberBank was a real pioneer here: While many financial institutions were just beginning to deal with the potential of generative AI at that time, VR TeilhaberBank already had its AI-based conversational solution with LoyJoy in implementation.
The Project
Solution Concept & Technical Setup
In close cooperation with LoyJoy, the existing chatbot “Mia” was converted into a modular, AI-supported solution – directly integrated into the intranet and accessible to all employees.
Special attention was paid to handling sensitive information in the banking environment: Mia works completely GDPR-compliant, is hosted in the EU thanks to LoyJoy, and meets all requirements regarding information security, data protection and compliance.
Through in-house operation, full data sovereignty remains with the bank, external processing by third-party systems is excluded. System prompts and role control were also designed so that sensitive content can be processed safely and contextually accurate. Additionally, employees receive a prominent notice directly in the interface not to enter personal data.
The solution consists of three sub-areas:
1. Mia GPT – Context-sensitive Response Intelligence
Generative AI, enriched with systematic prompts: considers role, department and communication guidelines
Used for:
- General questions
- Text creation (e.g. customer letters, website content, blog texts)
- Translations in the consulting context
Operation exclusively on EU servers with encryption for data storage and transfer: GDPR-compliant, no external data processing
2. Mia Search – Semantic Knowledge System
Intelligent querying of all internal data sources and thousands of documents
Content:
- Work instructions
- Internal blog
- Product documentations
- External websites
Compressed answers with linking to the original source
Relevant use cases:
- “What applies to mobile working?"
- "What regulation exists for sick leave certification?"
- "How does the process of a name change work?”
Prompting workshops for employees for internal introduction
3. Mia Assistants – Specialized GPTs for Daily Work
Subject-specific AI modules for individual use cases
Examples:
- Customer communication in bank tone
- Web texts in corporate wording
- Translations for international consulting
Goal: Standardization, quality assurance & time savings
The LoyJoy Solution
- Maximum reduction of search time: previously up to 30 minutes, to sometimes just a few seconds
- Efficiency increase: If you assume a cost saving of only 5 euros per search process, this adds up to a considerable calculated saving. In addition, there is the considerable time saving.
- Higher quality: The integrated knowledge structure also improves the maintenance of content – errors, duplications and outdated information become visible
- High acceptance: internal surveys show broad approval
- Relief of internal expert teams: Standard questions no longer need to be answered individually by the specialist department
- Strengthening of innovation culture: including through “AI Festival” and “AI Campus” with gamified formats, lectures and prompter challenges
Thanks to specialized LoyJoy templates for Volksbanken, many use cases can now be implemented even more efficiently. Further success cases together with the Cooperative Financial Group are:
What’s next?
The next steps in the AI project of VR Teilhaber Bank focus on the targeted further development of the so-called “Mia Assistants”. The goal is to expand the existing use cases and enable even more specialized applications in the future – for example through individualized writing assistants for customer communication, web texts or internal translations. In addition, the expansion of the knowledge base is continuously reviewed and flanked by systematic quality control in order to keep all internal information sources consistent and up-to-date in the long term.
Ziele
Covestro is one of the world’s leading manufacturers of high-quality polymer materials. Based on the LoyJoy platform, a chat “Carli” powered by generative AI was implemented for customers and leads.
Users can find out about Covestro products, case studies and webinars or enter a question in the free text field.
Ergebnisse
With the LoyJoy platform, Covestro has implemented a powerful service chat that supports customers and leads around the clock. Carli connects leads directly with the right contact person and thus contributes to a new, interactive experience.
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About the Company
RTL+ is Germany’s largest streaming provider and part of the RTL Group. The platform combines series, films, live TV, music and podcasts under one roof and stands for cross-generational entertainment. In recent years, RTL+ has been able to gain around one million new subscribers annually.
RTL+ at a Glance
- Industry: Media / Streaming
- Number of employees: 17,000 (RTL Group)
- Market/Region: DACH region
- Target group: Streaming-oriented users who want to stream both classic RTL content such as reality TV, soaps, live sports, shows and entertainment, as well as movies and series
Key Facts about the Project
- Over 1 million conversations per year
- Human Takeover Rate: only 2%
- 45% reduction in service contacts, despite continued customer growth
Initial Situation
The continuous growth of RTL+ brought not only revenue, but also a variety of new challenges in customer service. With increasing user numbers, the volume of support requests also grew, especially in the evenings and on weekends during live events. Classic structures reached their limits:
- Tickets were predominantly processed manually via email and forms
- Previous attempts to automate support with keywords or rule-based systems did not lead to the desired success
- 70% of written requests required human support!
- Unpredictability of request peaks (e.g., in the evenings or on weekends during live events). Difficulty: finding willing workers for these off-peak hours
- The new solution should be intelligent, scalable and high quality
Our Project
Already in the second quarter of 2023, RTL+ started together with LoyJoy the conception of a generative AI-based chatbot for customer service. In close coordination with the legal department, a data protection-compliant AI framework was developed. At the time, generative AI at the customer interface had just become possible and LoyJoy and RTL+ were at the forefront.
After initial tests in the account area, gradual integrations into central support paths followed. The basis for the AI solution is a revised, AI-capable FAQ database with the most common user questions and answers.
This is how the introduction went:
- Q2 2023: Conception and testing of the first generative AI chatbot
- Q3 2023: Launch in the account area (~ 25,000 conversations / month)
- Q1 2024: Integration before the contact form (~ 80,000 conversations / month)
- Q3 2024: Complete rollout in the help center as First Point of Contact (~ 150,000 conversations / month)
Customer satisfaction has since been at the same level as in classic email support. Many users said they took the chatbot for a human conversation partner. The use of generative AI did not lead to a deterioration of the service experience.
The LoyJoy Solution
The developed AI chatbot today takes over the first communication with customers in the entire help area.
- Generative AI models provide context-related answers to common service questions
- The bot is based on curated knowledge from a structured FAQ database – no open web search, no self-learning AI
- The system was iteratively optimized with customer variables and feedback
- Operation is GDPR-compliant and within the existing infrastructure
Extension with Personalized Content Recommendations
In Q4 2024, RTL+ started another project with LoyJoy: the development of a Streaming Buddy – an AI-based content advisor. Although the platform has a very diverse content offering, 95% of users only watch 5% of the offering.
Challenges:
- Existing recommendation engines promote popular content like reality TV or soaps
- New target groups (e.g., sports fans) don’t find themselves represented and cancel their subscription
- Goal: Overcome classic machine learning recommendation logic and suggest suitable content to users on request
Initial prototypes showed that insufficient metadata reduced the quality of recommendations (e.g., searching for “Julia Roberts” did not lead to the result “Pretty Woman”). After targeted optimization of the data basis and intensive testing, the PoC went live in Q1 2025 on two selected format pages (football & reality show Temptation Island).
Initial results: Significantly broader usage behavior and positive user reactions to the new recommendation experience.
Testimonial
”I was particularly thrilled by LoyJoy’s innovative power and how dedicated they were to us as customers. The way the AI agent communicates with our users and solves their problems is fascinating!”
– Christiane Konrad, Vice President CRM at RTL
What’s next?
RTL+ plans the targeted expansion of the “Streaming Buddy” project as a central element of its generative AI strategy. In the next expansion stage, the Buddy will be able to start content directly from the chat and access additional meta and usage data.
In addition, a pilot with telephony functionality is in preparation to enable the dialogic user experience in the future also via spoken language.
In the long term, RTL+ positions itself as a pioneer of a completely AI-supported user journey – from individual consulting via seamless content access to case-closing customer service.
About the Company
The HARTMANN GROUP is one of Europe’s leading healthcare companies. With over 200 years of experience, HARTMANN stands for reliable products in the areas of wound care, disinfection and incontinence management.
Paul Hartmann AG is the parent company and the heart of the HARTMANN GROUP. As a stock corporation (AG) headquartered in Heidenheim an der Brenz, Germany, it controls the strategic direction and central activities of the entire group.
HARTMANN GROUP at a Glance
- Industry: Medical and care products
- Number of employees: approx. 10,000 worldwide
- Market/Region: Headquarters in Heidenheim an der Brenz, active in over 37 countries with own companies and international distribution in more than 130 markets
- Target groups: Medical professionals, clinics, pharmacies, end consumers
Key Facts about the Project
- 98% correct answers for technically demanding content
- 24/7 availability in a highly regulated market environment
- In-house data maintenance & quality assurance
- Complex system integration: Connection to SharePoint & Co.
- Fast rollout: from concept to go-live in just a few months
Initial Situation
As a leading company in healthcare, the HARTMANN GROUP faced the challenge of making complex medical information more accessible and understandable. The goal was to optimally reach different target groups – from medical professionals to end consumers.
Central challenges:
- Convey complex medical specialist information in an understandable way
- Address different target groups with appropriate content
- Ensure 24/7 availability of expert knowledge
- Maintain high quality standards in a regulated environment
- Enable multimodal communication (text and speech)
The Project
Solution Concept
HARTMANN developed two specialized AI agents together with LoyJoy, each optimized for different use cases. The special feature: Both systems work multimodally and can communicate via both text and speech.
The two AI agents:
1. Eva – Wound Management Expert for End Consumers
Eva is specifically developed for advising end consumers on wound care and care products.
Functions:
- Product consultation and recommendations
- Education about wound care
- Application instructions for care products
- Multimodal communication (text and speech)
2. Zoë – Specialist Advisor for Medical Personnel
Zoë supports medical professionals with scientifically founded information and training content.
Functions:
- Access to medical specialist information
- Linking to relevant studies and training
- Product knowledge for professionals
- Integration into the LINK knowledge platform
Technical Implementation
Data Sovereignty & Compliance:
- Complete data sovereignty at HARTMANN
- Integration into existing IT systems (SharePoint, OneDrive, PIM, TeamCenter)
- Hosting in own Azure cloud
- Automatic updating and preprocessing of content
- GDPR-compliant data processing
System Integration:
- Seamless connection to existing knowledge sources
- Automated data synchronization
- Structured content preparation
- Quality assurance by internal subject matter experts
The LoyJoy Solution
Answer Quality Increased to 98%
To meet the high quality requirements in healthcare, the data base was systematically optimized:
Optimization Process:
- Narrowing down relevant content – Focus on quality-checked information
- Contextual enrichment – Structuring for better AI processing
- Iterative improvement – Continuous adjustment based on user feedback
- Quality control – Regular review of answer quality
The Result:
- ✅ 98% correct answers for technically demanding content
- ✅ Current, verified information
- ✅ No data sharing with third parties
- ✅ Seamless integration into existing IT systems
- ✅ 24/7 availability of expert knowledge
Multimodal Communication
A special highlight of the HARTMANN solution is multimodal communication:
Text-based Communication:
- Precise written answers
- Linking to further information
- Structured presentation of complex content
Speech-based Communication:
- Natural speech output
- Barrier-free operation
- Emotional and empathetic communication
Results & Impact
Quantitative Successes
- 98% answer accuracy for medical specialist information
- 24/7 availability without additional personnel costs
- Significant relief of the customer service team
- High user acceptance among both target groups
Qualitative Improvements
- Better accessibility of medical information
- Consistent consultation quality independent of time of day
- Personalized approach depending on target group
- Innovative positioning as digital pioneer in healthcare
Testimonial
”With LoyJoy, we have managed to make complex medical information accessible in a completely new way. Our AI agents Eva and Zoë are not just technical innovation, but real assistants for our customers and partners.”
– Dr. med. Example, Head of Digital Innovation, HARTMANN GROUP
What’s next?
The HARTMANN GROUP plans the continuous further development of its AI agents:
Short-term goals:
- Expansion of the knowledge base to include additional product categories
- Integration of additional languages for international markets
- Optimization of multimodal functions
Long-term vision:
- Development of specialized agents for other specialist areas
- Integration of augmented reality for product demonstrations
- Building a comprehensive digital health ecosystem
The HARTMANN GROUP thus positions itself as a pioneer for AI-supported health communication and sets new standards for digital transformation in the healthcare sector.