Case Study: Stadtwerke Witten strengthens customer loyalty and service with LoyJoy

Stadtwerke Witten boosts customer loyalty with LoyJoy’s multilingual chatbot and 24/7 AI support

Stadtwerke Witten, a regional energy supplier, sought to strengthen customer loyalty and improve its digital communication beyond providing reliable electricity, gas, and water. Their challenge was to engage different target groups with modern, dialogue-oriented interactions. They partnered with vendor LoyJoy to implement a multilingual advent calendar chatbot as an initial solution.

LoyJoy's solution expanded into a permanent AI chat named ENERGIA for customer service, which provides around-the-clock answers to frequent questions. This noticeably relieved the service team's workload and improved customer satisfaction. The results included reaching target groups in their preferred languages, a strengthened connection to the utility, and an increased participation rate. LoyJoy also enabled future expansion to include case-closing processes like meter readings.

Stadtwerke Witten