CommBox: Revolutionising Customer Service Automation

TechRound recently interviewed Dvir Hoffman, CEO of CommBox. With more companies than ever turning to the likes of AI chatbots and automations to speak to customers and even deal with complaints and potentially sales, CommBox is so much more and is making strides in the industry, solving countless problems and addressing various industry and technological challenges.

What is CommBox and What Does It Do?

CommBox goes beyond basic chatbots with an AI-powered platform that securely resolves all types of customer requests (schedule appointment, access personal docs, change plans, and typical FAQs) across all digital channels: messaging, chat, email, voice, social; reducing operational costs while enhancing satisfaction.

“We don’t just connect channels, we transform them into seamless conversational experiences that customers prefer and businesses profit from.”

Unlike simple chatbots, CommBox easily  integrates with all core business systems like your CRM, to perform end-to-end tasks through conversational AI like scheduling appointments, processing payments, and accessing personal documents. For interactions requiring human expertise, our AI agents  can identify intent and know when to handoff to a human, where a live agent can manage the conversation in a unified agent workspace that provides complete conversation history with AI-powered suggestions.

The results speak for themselves: organisations are reducing  contact center volume by around 60%, achieving 40% faster resolution times, and significantly improving customer satisfaction scores; all with bank-grade security suitable for regulated industries like finance, insurance, healthcare and more.

“Real automation resolves issues. Not just redirects them.”

We also talk about how when chatbots can’t efficiently help customers get answers or complete tasks, then transferring unresolved chats isn’t automation, it’s actually a complication.

Then you have a chatbot that not only doesn’t reduce agent load, but delivers the agent to a customer who is more frustrated by the loop. True cost savings come from resolution, not redirection. With CommBox, you can launch AI agents that resolve even complex enquiries and transform customer frustration into satisfaction with complete, end-to-end resolution.

These powerful statements capture our philosophy: CommBox delivers genuine resolution from the first interaction, reducing costs by handling complete customer journeys, not just passing them along.

How Did You Identify The Problem Of Mismanaged And Disjointed Communication Channels?

Today’s customers expect AI-level responsiveness everywhere, on all their preferred channels. We’ve witnessed this dramatic shift in behaviour firsthand, amplified by the AI revolution that has transformed how people interact with technology. Customers now expect seamless conversations, not frustrating searches.

The numbers tell a compelling story: the average customer now engages with companies across 3-5 different channels, while businesses struggle to keep up using 5-7 disconnected systems. Even more revealing, Forbes reports that 61% of consumers abandon websites within just 5 seconds if they can’t find what they need and a staggering 88% never return.

This new reality creates both an urgent challenge and a transformative opportunity for businesses ready to evolve their customer experience, but first they must overcome three critical problems:

• Customers must repeat information when switching channels, building frustration
• Companies maintain separate teams for each channel, leading to inconsistent service and rising costs
• Valuable customer data remains siloed, preventing unified insights and personalisation

Most concerning was our finding that despite significant digital transformation investments, customer satisfaction was actually declining as channel complexity increased.

3 typical roadblocks are:

• Automation capabilities: Cost of building advanced automation to resolve enquiries that require personalisation or back-end tasks
• Integration: Complex implementation, unable to easily connect to existing systems
• Security: Concern over customer data and ensuring secure AI adoption

In A World Where AI Is Becoming More Important, What Does Commbox Do That No Other Company Does?

CommBox has pioneered several game-changing capabilities:

“The future of customer experience isn’t choosing between AI efficiency and human empathy; it’s creating intelligent systems that deliver both.”

First, genuine omnichannel AI that maintains perfect context across all communication channels through conversational A , creating consistent experiences whether customers message, email, call, or switch between them.

Second, seamless integration and advanced automation capabilities that connect with virtually any business system to execute complex transactions, not just answer questions, enabling automation of sophisticated processes like policy changes and secure payments.

Third, our “human-in-the-loop” methodology continuously improves automation performance through agent feedback, achieving automation rates 30-40% higher than industry averages.

What Do You Believe Are The Limitations Of Relying On Manual Chat Agents And Chat Agent Software?

The limitations are substantial and impact both customer experience and business performance: First, scalability: human agents handle only 2-3 conversations simultaneously, creating inevitable bottlenecks during peak periods.

Second, consistency: agents naturally vary in knowledge and problem-solving approaches, leading to unpredictable customer experiences. Onboarding times and agent churn translates directly into lost revenue and wasted investment.

Third, cost: staffing contact centers to handle growing volumes across multiple channels is increasingly unsustainable.

Fourth, availability: today’s customers expect immediate responses 24/7 on their preferred messaging channel, which is prohibitively expensive with human-only approaches.

Most concerning is the opportunity cost. When agents spend 70% of their time on routine enquiries, they have little capacity for high-value interactions that build relationships and drive revenue.

What Makes Commbox So Much More Than Just Another Chatbot?

CommBox goes far beyond conventional chatbots by automating complex customer interactions that require authentication and backend integration all through conversational AI.

Five key capabilities distinguish us:

• True omnichannel automation across every digital touchpoint
• End-to-end resolution from advanced automation capabilities through seamless integration with business systems
• Industry-leading security and privacy protection ensures safe AI adoption
• Rapid deployment that delivers value in days, not months

These capabilities transform what automation can achieve; from handling basic FAQs to enabling complete digital transformation that reduces contact center workload while enhancing satisfaction.

Which Industries In Particular Benefit The Most From What You Offer?

CommBox delivers value across all sectors from SaaS companies to taditional industries like insurance. Here are, three industries have seen particularly transformative results:

Financial services and insurance companies achieve 60-70% automation rates while maintaining compliance with strict security regulations. These sectors particularly benefit from our secure handling of sensitive customer data, authentication capabilities, and ability to automate complex transactions like policy changes, claims processing, and account management.

Customer Examples

AIG: Offers digital insurance services across messaging channels – AIG automates all customer interactions, from customer service to sales departments, achieving significant operational savings and earning national recognition as “Most Digital Insurance Company”.

Clal Insurance: “With CommBox we’ve automated more than half of incoming insurance requests on messaging, greatly reducing contact center load and call volume.” – Nir Lautman, VP of CX.

Logistics and delivery companies in particular have achieved over 50% increase in CSAT using CommBox, as well as reduced operational costs by around 35%.

HFD Delivered and Logistics is a delivery giant that used CommBox to automate all repetitive service requests, including package tracking, delivery address updates, and pick-up point changes. Initially phone-centric and overwhelmed, HFD has now evolved into an AI-powered, digital, and highly efficient operation.

Telecommunications providers reduce call volumes by up to 65% while improving first-contact resolution by over 40%.

HOT Telecom – With over one million subscribers and 300 contact centers, HOT radially increased customer service by implementing a unified interface for agents with automated digital engagement across Facebook, WhatsApp, IVR, email channels and 24/7 self-service.

Healthcare organisations emerge as our standout success stories. Hospitals and clinics streamline patient interactions—from appointment scheduling to insurance verification and medical record access, while maintaining strict HIPAA compliance.

Clalit – the largest HMO nationwide in Israel:

“We streamlined 47% of patient requests across 14 hospitals and 1,500 clinics, greatly increasing patient satisfaction.” Gil Ruda, Head of Digital at Clalit Health

Healthcare customers typically reduce administrative staff needs by 30-40% while significantly improving patient experience. The common thread is CommBox’s combination of sophisticated automation, enterprise-grade security, and seamless integration, delivering both efficiency and enhanced customer experiences.

What Has Been The Biggest Challenge Since Starting The Company?

Our greatest challenge has been changing entrenched mindsets about customer service automation and frustarting, mindless chatbots by showing customers that our solution can actually break through “the great CX plateau” that many other customer service solutions hit.

Many companies use the available CX platforms that can only deploy basic automation capabilities, and only handle the simplest enquiries. Anything complex required human intervention, which means they  never reached the radical cost savings of true automation and their customers disliked their chatbot experience. So while investment was high, efficiency and cost savings plateaued. We call this the CX plateau.

This phenomenon was reinforced by disappointing first-generation chatbots that created customer frustration rather than satisfaction. Convincing skeptical executives required proof, not just technical arguments.

We addressed this by:

• Creating a solution that easily resolves even complex customer requests that require advanced automation and integration
• Implementing phased deployments that delivered measurable results within weeks
• Building an exceptional customer success team with deep industry experience

The most rewarding outcome has been seeing former skeptics become our strongest advocates, pushing the boundaries of what they believe automation can achieve.

Connecting So Many Channels Of Communication Can’t Be Easy. Having Done So, What Have The Results Been Like?

The results have been remarkable:

• Operational efficiency: 30-40% reduction in total contact center costs within six months
• Customer experience improvement: 62% faster resolution times, 40% higher first-contact resolution, and 22-point increases in satisfaction scores
• Data insights: Unified visibility across all channels enables precise journey mapping and proactive service improvements, driving double-digit gains in customer retention
• Proactive service: Automated detection of issues with proactive customer notification and resolution—without requiring customers to report problems

“Our agent turnover dropped as employees reported feeling more in control and engaged with meaningful work.” Bar Sol, Head of Customer Service at HFD Deliveries and Logistics.

Contact centre managers consistently report that CommBox transforms the agent experience by eliminating repetitive tasks, providing better visibility into customer journeys, and allowing staff to focus on complex, rewarding interactions.

What Is Next For Commbox?

Looking ahead, CommBox plans to make its conversational AI agents smarter at handling complex customer requests while better connecting with companies’ existing systems. This means their AI can both chat naturally with customers and securely access the information needed to actually solve problems, not just collect information.

By improving how AI agents work with business systems, CommBox aims to break through the “CX plateau” where most automated solutions currently fail.

How Can We Find You?

Visit our website at www.commbox.io for comprehensive information, success stories, and to request personalised demonstrations. Follow us on LinkedIn at linkedin.com/company/commbox for regular updates, thought leadership, and automation strategies.