EL AL has launched an innovative service by the Israeli Start-Up Company ServiceFriend that integrates AI human agents seamlessly. They have integrated the service on their messaging channels (SMS, FB Messenger and one of the first in the world to provide customer care on WhatsApp). The service lets customers communicate with EL AL simply and conveniently as they do with their friends. The business results are exceptional 30% of call center service interactions are via messaging with agent agents productivity by X2.5 compared to voice – this is due to the leveraging of AI in this hybrid bot solution - 50% of the messages to customers are sent by the Bot and 70% are not typed but suggested to the agents by the AI. They aim to deflect 70% of interactions to the messaging channels with agent productivity X3 of voice with high NPS.