Case Study: Pelephone achieves 2X agent productivity with CommBox

Pelephone Telecom Boosts Agent Productivity by 2X with Lightning-Fast Service via WhatsApp

Pelephone, a major Israeli mobile network operator, sought to undergo a digital transformation to improve customer service efficiency and meet its subscribers on their preferred channels. To achieve this, the company partnered with the customer support platform CommBox to implement its AI omnichannel communications solution.

CommBox provided an omnichannel platform that integrated channels like WhatsApp, allowing for AI-powered self-service and seamless bot-to-human handover. This solution enabled Pelephone to shift a significant volume of customer interactions from phone calls to digital messaging. The results were substantial, including a 2X increase in agent productivity, 90% of inquiries being resolved by a bot, and 37% of calls being successfully redirected to WhatsApp.

Pelephone

Kineret Reuvenov

Division Director of Service