Case Study: EL AL achieves 93% call categorization and 95% CRM-ready summaries with Hear

93% of EL AL Calls Categorized, 95% CRM-Ready — Live in 1 Week, Zero Touch

EL AL, Israel's national airline, faced significant challenges in its customer service operations. The company lacked structured feedback for agent coaching, CRM-ready call summaries, and clear visibility into call drivers and compliance. To address these issues, EL AL partnered with Hear and its gen AI platform to gain faster, smarter insights from customer conversations.

Hear implemented its solution to analyze calls, delivering CRM-ready summaries, categorizing calls by topic, and providing transparent agent evaluations. The results were substantial, with 93% of calls accurately categorized and 95% of summaries approved for direct CRM use. Team leads reported up to 70% time savings in call reviews, allowing them to focus on coaching and high-value work. Hear's platform helped EL AL streamline operations and improve its service quality.

EL AL