Case Study: Bank Hapoalim achieves instant, high-resolution customer service with Wonderful AI voice agents

Bank Hapoalim brings AI voice agents to 2M+ customers, redefining service at scale

The customer, Bank Hapoalim, sought to provide more personalized and efficient support across all customer service channels. Their previous attempts with other IVR and generic AI solutions had failed to meet their goals for high-resolution, agile service. They turned to vendor Wonderful to implement an enterprise AI agent platform.

Wonderful delivered an end-to-end digital appointment scheduling service featuring calendar integrations and multi-language support. The results were significant, including zero wait times for customers and a 75% first-contact resolution rate. Conversations were kept to less than 90 seconds, and an impressive 97% of interactions had a positive customer sentiment.

Bank Hapoalim

Gadi Ganon

Chief AI and Data Officer