Summary
This case study details the implementation of generative AI (GenAI) technology by Pelephone, a leading mobile operator in Israel, to enhance customer service efficiency. The objective was to leverage GenAI to improve operational key performance indicators (KPIs) such as first contact resolution rates and average handling times. An integrated team, led by the Chief Information Officer, was established to ensure that the enterprise's large language model (LLM) had real-time access to fresh customer data from various source systems. K2view was selected for its capabilities in providing a semantic data layer optimized for conversational GenAI, ensuring data privacy and security, and enabling rapid data retrieval. The case study outlines a three-phase implementation methodology, starting with a human customer service representative in the loop, progressing to a GenAI-powered chatbot, and ultimately to autonomous agents capable of proactive customer communication. The performance of the implemented phases is being closely monitored to assess the effectiveness of the GenAI solution.
