Case Study: Evangelische Bank resolves 95% of chats automatically with LoyJoy

Evangelische Bank resolves 95% of chats automatically with LoyJoy

Evangelische Bank, Germany's largest church bank, faced significant cost and operational pressures. The bank needed to automate its customer service to handle increasing requests without adding headcount, all while ensuring every automated interaction remained correct, traceable, and regulatorily sound. To meet this challenge, they partnered with vendor LoyJoy to implement a chat experience powered by generative AI on the LoyJoy platform.

Using the LoyJoy platform, the bank built an AI Agent that allows customers to ask questions in their own words or follow guided paths. The solution successfully resolved more than 95% of all chat requests automatically, freeing the service team to focus on complex cases. LoyJoy provided a secure, auditable platform hosted in the EU and designed for compliance with key regulations like GDPR.

Evangelische Bank