Case Study: Clal Insurance achieves 57% WhatsApp automation with CommBox

The AI-Bot Squad Unleashed Clal Insurance Automates 57% of WhatsApp Interactions

Clal Insurance, a leading insurance group, faced a significant overload in its customer service centers, especially during the COVID-19 pandemic. The challenges included managing high contact volumes, centralizing communications from multiple digital channels, and providing 24/7 service. To address this, they turned to CommBox for a solution using its omnichannel platform.

CommBox implemented a unified platform integrating channels like WhatsApp and SMS, featuring AI chatbots for 24/7 self-service. This solution automated a large portion of customer interactions. The results were substantial, with CommBox helping to automate 57% of WhatsApp queries, resolve 66% of customer inquiries with bots, shift 60% of calls to digital channels, and achieve an 80% customer satisfaction score for bot-resolved issues.

Clal Insurance

Nir Lautman

VP Customer Service