Use cases › Customer service & contact center

Maccabi Healthcare: how the agent works and how to build one like it

Summary: Maccabi Healthcare runs voice and chat agents for information requests, emergency guidance and appointment booking, serving 2M+ users per the source.

Source: https://www.wonderful.ai/case-studies/healthcare?scLang=en source read via search extract

Why this use case works

Healthcare raises the bar on safety: emergency guidance must follow fixed protocols, and the agent has to recognize when to stop and hand over. Combining routine tasks (booking, info) with a strict escalation path is how a large provider gets volume without taking clinical risk. (Our analysis.)

Agent pattern: Voice agent

A voice agent pipeline: telephony, speech-to-text, an LLM with tool access, text-to-speech, and a structured hand-off to a human when needed. Small teams usually start with a hosted voice-agent platform rather than wiring the parts themselves.

How a smaller team could replicate it

A clinic group can start with appointment booking and FAQ over voice or chat, hard-code red-flag phrases that trigger immediate human or emergency routing, and keep clinical advice out of scope at first. (Our analysis, not a claim made by the source.)

Want a rough business case first? Try the AI agent ROI calculator, or ask us to scope it.

Risks and guardrails

Risks: missing an emergency, giving clinical advice outside scope, and privacy obligations on health data. Guardrails: fixed emergency protocols, conservative escalation thresholds, data handling that meets local health-privacy law, and regular clinician review of transcripts. (Our analysis.)

What to measure

Bookings completed without staff, red-flag detection recall, wait time to reach a human, and patient satisfaction.

Related Customer service & contact center deployments

• Travelers: Travelers: a fully autonomous voice claims agent handles auto first-notice-of-loss. 85–90% of users complete their claim through it.
• LendingTree: LendingTree: a multi-agent mortgage assistant (supervisor + workers, LangGraph/MCP). Over 97% of conversations are handled without escalation.
• ENGIE: ENGIE: an Agentforce agent answers billing/EV questions and switches on smart charging through the SAP API.
• Commerzbank "Bene": Commerzbank "Bene": a chatbot that handles 2M+ chats and resolves 70% of them.
• Amdocs: Amdocs: a telco CX agent resolves complex issues end-to-end.

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