85% Resolved: How yes Reimagined Customer Service with AI

Name: CommBox
Brand: CommBox
Availability: InStock

yes is one of Israel’s leading telecommunications providers, delivering TV and fiber internet services nationwide. Using CommBox AI Agents, yes transformed predefined chatbot menus into intent-driven customer journeys. AI Agents now understand customer intent, guide customers to the right resolution path, and automatically resolve 40% of WhatsApp inquiries—helping yes achieve an 85% overall resolution rate.

85%

Overall Resolution Rate Across Digital Channels

40%

WhatsApp Inquiries Resolved Automatically

40%+

Self-Service Adoption Growth

4

Digital Channels Integrated

Industria

Telecommunications | TV & Internet Services

Equipos

Sales, Customer Service

Tamaño de la empresa

large-scale national provider

Casos prácticos

Intent-Based Customer Service
AI-Powered Self-Service
Voice-to-Digital Deflection
AI + Human Service Orchestration

Visión general

Transforming Digital Service Around Customer Intent

yes is one of Israel’s leading telecommunications providers, delivering TV and fiber internet services nationwide.

While yes had already invested in chatbot menus and digital service channels, predefined journeys did not always reflect what customers were actually trying to accomplish. This limited self-service adoption and left service teams handling interactions that could potentially be automated.

With CommBox, yes transformed its digital service experience around customer intent. AI Agents now understand what customers need, guide them to the right resolution path, and automatically resolve 40% of WhatsApp inquiries — helping yes achieve an 85% overall resolution rate across digital channels and increase self-service adoption from 25% to over 40%.

The Challenge

Predefined Journeys Were Limiting Digital Adoption

yes had already invested in chatbot menus and digital service channels, but predefined options did not always reflect what customers
were actually looking for. As a result, self-service adoption was limited, customer intent remained hidden, and service teams continued
handling interactions that could potentially be automated. yes needed a way to better understand customer intent while expanding digital
service adoption and reducing reliance on voice interactions.

La solución

Turning Customer Intent into the Right Resolution Path

yes deployed CommBox across WhatsApp, Facebook, Instagram, and digital service channels, creating a customer engagement
experience built around customer intent. Instead of navigating predefined menus, customers can describe their needs naturally. AI
Agents identify customer intent, guide customers to the right self-service journey, and resolve requests automatically or involve a
human agent when needed. The platform also supports voice-to-WhatsApp deflection and gives yes visibility into customer demand
patterns, helping the company continuously optimize customer journeys and identify where automation delivers the greatest impact.

Principales casos de uso

Turning Customer Intent into Smarter Service Journeys

AI + Human Service Orchestration
AI Agents resolve routine inquiries while humanagents focus on more complex requests.

AI-Powered Self-Service
Customers complete common service requestsindependently without waiting for an agent.

Voice to-Digital Deflection
Customers move from phone interactions into WhatsApp journeys when digital service provides a faster resolution path.

Intent-Based Customer Service
AI Agents identify customer intent and guide customers to the most appropriate resolution path.

The Takeaway

Better Customer Intent Creates Better Service Outcomes

Many organizations invested in chatbots. The next opportunity is AI that understands what customers are actually trying to accomplish.

That s how YES increased resolution, expanded self-service, and created greater value from its AI investment.