Case Study: Vaillant improves product guidance and reduces customer service load with LoyJoy

Vaillant speeds product guidance with LoyJoy, especially for heat pump searches

Vaillant, a company with over 145 years in heating technology, faced a challenge where customers frequently had to contact customer service directly for common questions and product advice, which was time-consuming for both parties. To make this information directly available on its website and relieve its service team, Vaillant turned to vendor LoyJoy for a solution.

LoyJoy implemented an AI agent that actively guides customers to the right product or content, going beyond simple question answering. The results for Vaillant included a convenient chat experience that is frequently used by customers, especially for complex products like heat pumps. LoyJoy's solution successfully automated processes to resolve issues directly in the chat, reducing the workload on the customer service team.

Vaillant