Clalit , Israel’s largest health service organization, shifted its entire organization to digital communications, with services now being delivered by both human and AI reps, on multiple channels, and all through one omnichannel platform.

About Clalit Health Services

Clalit is the largest health service organization (HMO) in Israel, serving 52% of the population across 1,500 clinics in 200 municipalities. It offers a variety of medical services, including primary care, specialized care, mental health, maternity and child health, health promotion and disease prevention. Clalit has over 45,000 employees including 10,000 physicians and 10,000 nurses.

The goal 

Give a healthy boost to patient engagement & efficiency 

In its aim to improve how it was managing its vast healthcare services, Clalit understood that it needed to:

• Centralize communications across all engagement channels and clinics
• Expand healthcare services to multiple messaging channels
• Offer 24/7 availability 
• Streamline operations in every call center and clinic
• Measure agent performance and patient satisfaction in real-time

The solution

A shot of AI and self-service brings home the cure

CommBox developed a unique self-service solution for Clalit that connects 1,500 clinics, 14 hospitals, and 4,000 contact center agents through one omnichannel platform. 

The platform offers a single interface for managing all communications. These communications are orchestrated and facilitated by artificial intelligence, AI chatbots, and human agents. 

The self-service feature on messaging channels provides Clalit’s members with instant and round-the-clock support on any channel, including WhatsApp, Messenger, and Instagram, whenever and wherever they need it. 

The result 

Just what the doctor ordered: the right dose of digital together with the human touch

The CommBox solution has completely shifted Clalit’s primary means of communication from phone to messaging.

It combines AI and human support that delivers exceptional patient experiences on multiple digital channels, at any time of the day.

This is a win-win for Clalit and its 5.2 million members. Members can now enjoy digital healthcare services 24/7, at their fingertips.

At the same time, Clalit has streamlined communications management and operations. And, while it drives previously unattainable efficiencies through digital communication at scale, it continues to provide the human touch with phone support for those in need, such as their elderly members. 

This complete transformation of communications to digital has set a global precedent in digital healthcare services, revolutionizing communications and service for the healthcare industry.

Remarkable achievements

•     > 1,500 clinics are now connected to one data-driven platform
•     4,000 call center agents can shift from phone to digital service at the press of a button
•     47% of inquiries are automated through self-service
•     28% higher customer satisfaction rates, thanks to efficiency-driving automation 

The future is now

Global studies indicate that over 80% of consumers prefer to use digital channels when contacting their healthcare organization. And 52% are already using conversational AI to receive an immediate responses to their healthcare inquiries. 

In this modern digital reality, a dynamic technology-powered solution for patient engagement is mandatory. It’s time for healthcare organizations to take action. The future is now. 

Join the AI-powered healthcare revolution. 

Book a demo