December 2023 - Artificial Intelligence in Business | Data Protection & Privacy

AI-Driven Customer Communication: Automating Customer Dialogue with the moinAI Chatbot

AI systems process huge amounts of data every day, for training purposes and to provide answers to user queries. In many cases, AI systems process personal data. Falk Weinreich, General Manager Central Europe at OVHcloud, outlines why data needs to be securely hosted with high security standards in Europe, using the German chatbot moinAI as a case study.

AI-driven customer communication: Chatbot moinAI automates customer dialogue with AI training on OVHcloud Managed Databases-web

© Blue Planet Studio |

moinAI has revolutionized digital customer communications with its self-learning AI chatbot. The company is unlocking new possibilities for efficient and automated customer interactions across multiple business sectors, including marketing, sales, and customer service. moinAI’s chatbot solution has demonstrated the capability to enhance customer satisfaction, drive lead generation, and significantly reduce customer service support volumes.

As the demand for their innovative AI chatbot grew, moinAI embarked on a journey to find a cloud infrastructure provider that could ensure data protection, security, and scalability, all while being based in Europe.

Founded as a startup in Hamburg in 2015, moinAI quickly gained traction, and after participating in the German startup accelerator program Spinlab, they solidified their position as a leader in AI-driven customer communication. Their AI chatbot solution was embraced by numerous large and medium-sized enterprises as a SaaS offering. Today, moinAI proudly serves over 100 clients in Germany, facilitating automated customer communication and processing several million interactions annually.

The challenge of data protection

While their ascent was remarkable, so were the demands for data protection, particularly from their clients in the German insurance sector. “Companies from the insurance sector in particular – and German SMEs in general – require the highest data protection and security standards and a cloud provider based in Germany or Europe”, says Florian Nommensen, Managing Director and CTO at moinAI. While assisting insurance companies in deploying self-learning chatbots, moinAI recognized the critical need for heightened data protection and security. Customers frequently shared personal data during chat interactions, making data protection an utmost priority.

Initially, they had hosted their services with global hyperscalers. However, as their client base expanded and the nature of their services evolved, it became clear that the existing setup was not able to maintain the level of data protection and security required. This led to a hybrid infrastructure solution. But this approach of combining different providers was ultimately untenable and too complex.

The quest for the right cloud provider

With the goal of a single provider capable of hosting their AI models and databases in a GDPR-compliant and secure manner, moinAI began the search for a cloud infrastructure partner that met their stringent requirements. They sought a provider with European, GDPR-compliant hosting capabilities, robust computing resources, high availability, and competitive pricing. OVHcloud fulfilled their requirements for computing capacities, high availability, security, and cost-effectiveness. Moreover, OVHcloud’s corporate headquarters in France and a data center in Limburg, Germany, aligned perfectly with moinAI’s data protection prerequisites.

Implementing the solution

Together with OVHcloud, moinAI set to work on building a sophisticated cloud infrastructure. This infrastructure includes Kubernetes clusters, managed databases, and a suite of AI services. The centerpiece is the managed Kubernetes service, a comprehensive offering that includes private networks, gateways, and load balancers.

For computing power, moinAI leverages a variety of compute instances, powered by CPUs and GPUs to accelerate data processing. The migration to OVHcloud also introduced managed databases into the equation, with MongoDB and Redis™ being the primary database solutions. These databases are seamlessly integrated, managed, and secured within OVHcloud’s Trusted Cloud environment, thus ensuring the necessary levels of data protection.

moinAI has also incorporated the entire spectrum of AI services offered by OVHcloud. These services include AI notebooks, AI Training, and AI Deploy. “We use a lot of AI services from OVHcloud. With AI Training, we can train our own language models in a particularly cost-effective way”, adds Nommensen. 

These capabilities empower moinAI to create and deploy algorithms that further enhance their chatbot solution.

Results and outlook

moinAI’s transition to OVHcloud has provided them with a secure, sustainable, and highly scalable cloud infrastructure. Their commitment to data protection is now assured, and their ability to respond to customer requests with agility and efficiency has been greatly enhanced. The OVHcloud ecosystem has allowed them to consolidate their infrastructure under a single, trusted provider, thereby simplifying their operations.

The partnership with OVHcloud has enabled moinAI to continue providing their innovative AI chatbot solution to a growing customer base while ensuring that their customer interactions are protected, secured, and managed in a GDPR-compliant manner. And thanks to OVHcloud’s commitment to rapid product updates and cost-effective AI training, moinAI with the tools they need to remain at the forefront of AI-driven customer communication.


Falk Weinreich is General Manager Central Europe at OVHcloud. He has been leading the business in Germany, Austria and Switzerland since December 2019. His primary mission is to bolster the company’s market presence within the region, while concurrently strengthening the channel business.


Please note: The opinions expressed in Industry Insights published by dotmagazine are the author’s or interview partner’s own and do not necessarily reflect the view of the publisher, eco – Association of the Internet Industry.