Healthcare
Maccabi Healthcare launched voice and chat agents across multiple use cases. The Wonderful agent now manages real-time information requests, emergency guidance, and appointment booking with minimal reliance on live representatives.
Interactions
240,000 in 6 Weeks
Implementation Time
90 Days
Channel
Voice + Chat
The Challenge
The healthcare provider oversees a vast patient support network, fielding millions of interactions in a tightly regulated sector. Operational complexity stemmed from fragmented data systems, overwhelming call demand, and diverse patient scenarios that required specialized conversational paths.
In pursuit of a more personalized, agile, and high-resolution service, the HMO turned to IVR and generic AI solutions, yet both fell short.
The Solution
A comprehensive digital agent designed to:
Provide comprehensive healthcare information, including general doctor info, medical centers, and specialized services
Deliver real-time emergency information and protection guidelines before directing customers to emergency care
Enable doctors’ appointment booking automatically
Support postnatal care with dedicated clinical assistance agents
Anat Lichtig-Achiaz
Deputy CEO, Maccabi Healthcare
"The AI agent demonstrated exceptional performance - handling conversations with remarkable fluency, accuracy, and a natural tone that rivals human interaction."
Results & Impact
Instant connection: Customers are greeted immediately, creating a smoother and more professional service experience.
3x faster calls: Conversations are resolved in a fraction of the time while maintaining high-quality interactions.
High resolution rates: The majority of issues are solved on the first call, even as volumes continue to grow.
15%+ happier customers: Sentiment scores rise consistently, reflecting more natural and reliable conversations.