93% of EL AL Calls Categorized, 95% CRM-Ready — Live in 1 Week, Zero Touch

Hear helped EL AL categorize 93% of calls and deliver 95% CRM-ready summaries—streamlining QA and boosting team efficiency.

This project was launched through Cockpit Innovation’s Fast Pass to POC program, designed to connect real business needs with promising technologies.

For us at Hear, it was an ideal way to deliver fast, focused results—with clear goals, direct access to decision makers, and alignment from day one.

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The Challenge

As Israel’s national airline, EL AL handles a high volume of customer service calls daily. But three recurring issues were slowing down their operations:

  • No structured feedback for agents: Team leads couldn’t effectively coach without consistent reviews.

  • No CRM-ready summaries: Valuable context was being lost or manually entered.

  • Limited visibility into why people were calling—or whether agents followed protocol.

With growing pressure to improve service quality and reduce manual work, EL AL needed a faster, smarter way to understand what was happening in every conversation.

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The Solution

Hear is a gen AI platform that analyzes 100% of customer interactions and delivers decision-ready insights. For EL AL, we focused on three key capabilities, delivered in Hebrew:

  • Call Summaries – Clear, CRM-ready summaries of each interaction.

  • Topic Classification – Categorizing calls by both predefined and AI-suggested topics.

  • Agent Evaluation & Compliance – Transparent agent scoring, based on EL AL’s standards.

Rather than just analyzing conversations, Hear helps teams act on them.

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The Process

This pilot was launched in collaboration with Cockpit Innovation—EL AL’s innovation arm—which provided the structure, tools, and alignment needed to move fast.

We defined a short, goal-oriented proof of concept, with shared success metrics:

  • Call Topic Identification
     Goal: Classify calls by topic
    Success: 50% correctly identified

  • Reducing Listening Time for Team Leads
     Goal: Cut down manual listening using summaries and smart search
    Success: Score of 7+ out of 10 for time saved and ease of use

  • Generating Call Summaries
     Goal: Create summaries clear enough to paste into EL AL’s CRM
    Success: 80% rated as high-quality by EL AL’s head office

The initial POC ran for 2–3 weeks, using calls from early May.

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The Outcome

Hear delivered measurable results:

  • 93% of calls were accurately categorized by topic, providing EL AL with clear visibility into customer intent at scale.

  • Team leads reported up to 70% time savings in call reviews, thanks to CRM-ready summaries and smart search—freeing up time for coaching and high-value work.

  • 95% of summaries were approved for direct CRM use, reducing manual documentation and improving handoff between teams.

These results are helping EL AL streamline operations, improve coaching, and act faster on customer needs.

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