Case Study: Stadtwerke Velbert achieves faster, scalable customer service with LoyJoy AI Agent Veli

Stadtwerke Velbert raises call containment to over 70% with LoyJoy

Stadtwerke Velbert, a regional provider for energy, water, and fiber-optic internet, faced high volumes of customer inquiries and needed to make its digital service more scalable and accessible. The company partnered with LoyJoy to implement an AI assistant to handle these inquiries instantly and efficiently, aiming to resolve common questions, guide users to online services, enable digital booking, and prepare complex cases for its team.

LoyJoy implemented its AI agent platform, creating a digital assistant named Veli for both chat and phone channels. The solution provided immediate answers from a knowledge base, integrated with Microsoft Bookings for seamless appointment scheduling, and captured qualified leads for callbacks. The results were highly effective, with the AI agent resolving over 70% of phone calls independently within four weeks of launch, leading to better-structured requests and a reduced workload for employees.

Stadtwerke Velbert