telecommunication
Bezeq launched a voice agent for multiple complex use cases. The Wonderful agent handles internet issue, coordinates technician visits and proactively offers upgrades with minimal live agent support.
Interactions
6500 in 6 Weeks
Implementation Time
120 Days
Channel
Voice
The Challenge
The ISP runs one of the region’s largest customer support operations, managing millions of interactions each month in a tightly regulated industry. The scale created significant operational complexity: too many issues still required technician visits, high call volumes strained limited staff, and the team had to define and manage a wide range of distinct conversational flows to meet diverse customer needs.Seeking to deliver a more personalized, agile and high resolution service, the ISP had already tried IVR and generic AI solutions, but each had failed to meet the challenge.
The Solution
A comprehensive digital agent design to:
Diagnose and resolve internet infrastructure issues through automated workflows
Seamlessly schedule technician visits when on-site support is required
Proactively identify and offer relevant product upgrades and service add-ons through intelligent upsell capabilities
Multi-language support.
Results & Impact
Instant connection: Calls are answered immediately, eliminating wait times of more than 5 minutes.
40% faster conversations: Average call duration is reduced significantly, enabling quicker resolutions at scale.
Reliable resolution: AI agents resolve roughly three out of four cases on the first attempt, even in complex scenarios.
15% higher satisfaction: Customer sentiment rises significantly, reflecting smoother, more natural interactions.