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.
In its aim to improve how it was managing its vast healthcare services, Clalit understood that it needed to:
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 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.
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.
We’re extremely excited to announce that we have changed our company name to CommBox. It’s still the same company with the same awesome people! just a new name, a fresh look, and a brighter future.Read full story