Case Study: Pelephone cuts call handling times with K2View GenAI Data Fusion

Pelephone cuts call handling times with K2View GenAI Data Fusion, enabling sub-200 ms responses

Pelephone, a leading mobile operator in Israel, sought to leverage generative AI to improve customer service efficiency and operational KPIs like first contact resolution and average handling times. Their key challenges included ensuring data privacy and security, achieving scalability for millions of customers, and preventing vendor lock-in for their large language model. They partnered with K2View and used its GenAI Data Fusion product to address these needs.

The K2View solution provided a secure semantic data layer that grounded Pelephone's GenAI applications with real-time, fresh customer data from various source systems. This enabled a multi-phase implementation, starting with a "Rep Assist" tool that provides agents with AI-generated call reasons and personalized answers during customer interactions. The solution from K2View is expected to reduce call handling times, cut costs, and improve the customer experience, with all three phases of the project poised to deliver full AI benefits for customer service.

Pelephone