Case Study: Evangelische Bank achieves accessible AI banking support with LoyJoy

Evangelische Bank automates accessible banking inquiries 24/7 with LoyJoy

Evangelische Bank, operating in a highly regulated environment, faced rising volumes of customer service inquiries related to online banking login processes. Their traditional FAQ pages and simple chatbots were unable to resolve these issues conclusively or in a user-friendly manner while meeting strict accessibility requirements. They partnered with vendor LoyJoy to implement an AI-based solution.

LoyJoy implemented an AI assistant named Lila on their platform. This solution automates support for routine requests like VR-NetKey and PIN issues, provides 24/7 expert information, and ensures a seamless handoff to human staff for complex cases. The results for Evangelische Bank include efficient customer service automation, full compliance with accessibility laws, and a scalable, future-proof central customer interface.

Evangelische Bank