IsraelFinance and insurance2026 – ongoingBank of Jerusalem
Noa, an AI customer service representative in the phone service center
Bank of Jerusalem added an AI representative named Noa to work next to human agents in its phone service center
Problem
The bank wanted customers to be able to get service at any hour without waiting for a human agent. It also wanted better quality control over phone service.
Approach
The bank introduced Noa, an AI-based customer service representative that works in the phone service center alongside human agents. Customers can get service and carry out transactions on their own, at any time and from anywhere. The bank said the first stage targets availability and quality control, and that more functions will follow. It said it will keep human agents for personal service.
Results
No published figures
Takeaway
The bank started with availability and quality control and left wider functions for later stages. It published no usage or results figures.
Categories
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AIGenerative AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
Hebrew business press report on the bank's new AI service representative, Noa, which works in the phone service center beside human agents. It says the first stage covers availability and quality control, with more functions to come. It gives no usage or performance figures.
Full details are in the original sources.