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Altshuler Shaham case study

Altshuler Used Conversational AI to Slash Abandonment from 62% to 14%

Altshuler Shaham, a leader in international financial services, faced a major growth bottleneck driven by a phone-only support model that caused long wait times, and a simple website chatbot with rigid menus that had a 62% abandonment rate.

By introducing CommBox’s conversational AI layer on top of its legacy systems, Altshuler shifted customers to digital-first journeys on WhatsApp, and offered conversational AI agent. The impact was immediate: in just weeks, abandonment plummeted to 14% and the new AI agent drove a 32% conversion rate on leads.

77%

Abandonment reduction

53%

Automation rate

+32%

Digital conversion rate

6 weeks

Time to live

62%

Inquiries resolved by AI chatbot

2000+

Work hours saved monthly

43%

Improvement in automation efficiency  

50K

Conversations managed monthly

Bottom Line

CommBox shifted calls to WhatsApp and added conversational web reducing abandment rate by 77% and automating 53% of traffic. AI agents now securely resolve complex inquiries like update bank accounts and sign document updates within the conversation. 

Industrie

  • Finanzdienstleistungen
  • International Transfers
  • Investment Services

Kanäle und Integrationen

  • Stimme
  • WhatsApp
  • E-Mail
  • Web chat
  • SM

Integrations: CRM & internal systems, Dynamics (coming soon)

Anwendungsfälle

  • Add bank accounts
  • Document & transaction management
  • Lead-Qualifizierung
  • Verified Identification (OTP)

Industrie

Einzelhandel und eCommerce

Kanäle und Integrationen

SMS, WhatsApp, Facebook messenger, Facebook posts, Instagram, Email, IVR, SAP

Mannschaften

Customer service

Größe des Unternehmens

Small size (1 – 500)

Anwendungsfälle

  • Live- und automatisierte Unterstützung 
  • Automatisierte Benachrichtigungen
  • 24/7 Selbstbedienung
  • Digital forms
  • Integrated business systems
  • Bots auf WhatsApp
  • Terminplanung für Techniker
  • Übergabe von Bot zu Mensch

Challenges

Legacy Systems Made AI and Automation Feel Risky

Altshuler Shaham’s customer experience was constrained by legacy infrastructure and a heavy reliance on voice. Customers were required to wait on long phone calls to complete even simple actions, while agents were locked into one-to-one conversations for extended periods of time.


  • A “telephone monopoly” that created long wait times and agent overload
  • Legacy CRM systems that made automation and integration feel risky
  • High customer drop-off in digital flows due to rigid bots and repetitive questioning
Altshular Shaham case study

Die Lösung

Conversational AI & Digital Replaces IVR and Rigid Bot Menus

Altshuler Shaham deployed CommBox’s Unified AI Framework, layering conversational AI and digital engagement directly on top of existing systems—without replacing core infrastructure. The new service model shifted customers from high-friction phone calls to WhatsApp and web-based conversational flows, while enabling automation and intent detection at scale:

  • A digital, WhatsApp-first strategy for asynchronous service
  • Free-text conversational AI replacing IVR and rigid bot menus
  • Secure OTP verification and document handling directly inside chat

Altshular Shaham case study

Top Use Cases

Insant Time-to-Value, One Place for Service & Sales

Automated Lead Qualification

The AI agent identifies customer intent and collects key details in free text, such as transaction size, destination, and purpose, before routing to the appropriate flow or agent.


Impact: Abandonment rate dropped from 62% to 14%, with 32% lead conversion in digital flows.


Verified Identification (OTP)

Sensitive actions trigger SMS-based OTP verification before account data is shared.

Impact: 100% compliant identity verification – fully automated.


Document & Transaction Management

Enabling full digital handling of documents and transaction-related steps, such as adding and updating bank accounts, signing document updates, completing missing steps in the onboarding process, and executing FX transactions directly within the conversation.

Impact: Automation of complex FX inquiries:

  • Currency conversions (35% of inquiries)
  • Deposits (17% of inquiries)

Auswirkungen

Instant Customer Satisfaction Boost & Operational Effecicney

  • 77% reduction in customer abandonment

  • 53% of service inquiries resolved automatically

  • 32% conversion rate on digital lead flows

  • 6 week implementation

  • 100% compliant verification
Altshular Financial

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