Financial Services

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

Bank Hapoalim launched a fully digital voice agent for appointment scheduling in record time. The Wonderful agent streamlines calendar management, appointment validation, via integrations with minimal live agent support.

Interactions

4000 in 6 weeks

Implementation Time

72 hours

Channel

Voice

The Challenge

The bank provides comprehensive support services across voice, chat, and digital channels, offering assistance with banking transactions, appointments, emergency guidance, and personalized financial services in multiple languages.

They were looking to deliver a more personalized, agile, high-resolution service and all previous attempts deploying IVR and generic AI failed.

The Solution

An end-to-end service for scheduling appointments digitally.Streamlined calendar management and communication with Zoom/Outlook integration.Appointment validation to prevent duplicates across channels.Multi-language support.

The Challenge

They were looking to deliver a more personalized, agile, high-resolution service and all previous attempts deploying IVR and generic AI failed.

The Solution

The Challenge

They were looking to deliver a more personalized, agile, high-resolution service and all previous attempts deploying IVR and generic AI failed.

The Solution

“From concept to launch in record time, Wonderful moved faster than anyone thought possible, delivering a critical solution exactly when it was needed most.”

Gadi Ganon

Chief AI and Data officer, Bank Hapoalim

Results & Impact

Zero wait times: Customers are connected instantly, with no queues or delays standing in the way of service.Less than 90 seconds per call: Conversations are short and efficient, allowing issues to be resolved quickly while keeping the interaction clear and professional.75% resolution rate: Even as a first-of-its-kind deployment, three out of four cases are fully resolved on the spot without escalation.97% positive sentiment: Nearly every interaction leaves customers satisfied, reflecting smoother, more natural conversations.