Case Study: 1. FC Köln achieves 24/7 fan service with LoyJoy AI Agent Hennes

1. FC Köln cuts email volume by 70% with LoyJoy

1. FC Köln, a major Bundesliga football club, faced high volumes of fan inquiries related to ticketing, memberships, and merchandising, especially during peak times like match days. Their traditional customer service processes were overwhelmed and unable to provide the 24/7 support fans expected. To address this, they partnered with vendor LoyJoy to implement an AI agent for automated fan service.

LoyJoy's solution was an AI agent named Hennes, which provides real-time, brand-appropriate answers to fan questions on the club's website and native app. It resolves inquiries across multiple service categories and directs fans to relevant shop or ticket pages. This implementation by LoyJoy led to a 70% reduction in email volume and a 40% reduction in call volume for customer service, while providing 24/7 availability and generating measurable leads.

1. FC Köln