“Hakol BeKef Ltd.” was established in 2014 and has since positioned itself as a leading company in the import, marketing, and distribution of mobile devices and accessories under the Triple Y brand. The company specializes in importing and selling iPhones, Samsung devices, and other smartphones, along with related accessories. Triple Y serves both business and individual customers through an active online store, physical retail locations, and a customer service network. As the company experienced rapid growth, Triple Y sought to provide high-quality customer service both during and outside business hours. To achieve this, they turned to Consist for an advanced service solution tailored to the company’s dynamic and digital nature.
We spoke with Yair Mordechai, one of the company’s owners and head of technology and business development at Triple Y, to learn about the decision to implement Consist’s advanced AI bot and the impact it has created.
Yair, could you tell us how you came up with the idea to implement an AI bot?
“As a rapidly growing company operating in a highly competitive and dynamic market, customer service and the customer experience are core pillars of our business. As the number of customers and inquiries increased, we felt the need to take a significant step forward to meet the standards we set for ourselves in this area. We were looking for a solution that would significantly improve the customer experience by providing professional and fast responses, giving the customer exactly what they need without requiring human agent involvement, which isn’t always available during peak hours or when the call center is closed.
We were already familiar with Consist and their omnichannel communication system, Glassix, which has been successfully operating for us across WhatsApp, chat, and social media channels. Therefore, we approached their team with a request for an advanced AI solution integrated with GPT. The goal was clear: to enable customers to receive professional, immediate responses, available service, and relevant information 24/7 — without relying on a human agent — while providing a user experience similar to GPT, which is becoming increasingly popular.”
What is the difference between an AI bot and a “regular” bot? And why is an AI bot the ideal solution for organizations like yours that provide customer service?
“A regular bot works according to fixed scripts — predefined questions and answers. The customer has to ‘stick to the script’ and type exactly the words expected, and it’s very difficult for a fixed script to cover all types of customer inquiries. In contrast, an AI bot — like the one Consist implemented for us — behaves like a human agent: the customer can write freely, ask questions however they want, and receive accurate, clear, relevant, and immediate answers. The bot understands the asker’s intent — not just the words, but the context and the need — and responds accordingly.
The effect on the service experience is dramatic, as the service becomes convenient and seamless. Customers are less likely to abandon the process, fewer requests require a human agent, sales increase because more inquiries result in positive closures, and overall customer satisfaction rises significantly.”
What are the main benefits that the AI bot has delivered for you?
“The AI bot that Consist implemented for us on the e-commerce site, WhatsApp, Messenger, and Instagram provides customer service and supports sales processes — at any hour. And it doesn’t just respond — it handles about 75% of inquiries without human agent intervention.
This changes the game because we can respond to more customers and provide quality service even when the human call center is closed. Not only that: the AI bot frees human service agents to handle complex inquiries and dramatically reduces their response times. No more waiting for an agent — since the AI bot handles the majority of inquiries automatically — and most importantly, sales increase and customers are more satisfied.”
Was there a moment when you realized that the system really works?
“Yes, absolutely. On the Sunday following the first weekend the bot was operational, I received a morning call from the call center manager, who said she thought something was wrong because there were only 28 open inquiries, and usually on a quiet weekend morning she has at least 120 to handle. I explained to her that everything is fine — our bot ‘Yanki’ handled nearly 100 inquiries on its own, some of which weren’t relevant for Sunday morning responses because the customers needed answers in real time on Saturday night while they were in Eilat — and thanks to Yanki, they received immediate responses. We realized that what we hoped for — truly automated service at the level of a human agent — had simply been achieved.”
Could you briefly tell us about your experience working with the Consist team?
“It’s been a pleasure working with them. The team was fully committed to the success of the project and gave a real sense of dedication — not just a service provider looking to meet basic obligations. During development, we encountered challenges, and the team didn’t give up; they persisted until a solution was found for every scenario we presented. The team is available, professional, and knows how to think not just technologically — but also from a business perspective, which is a huge advantage when implementing software systems. There is a real sense of partnership because they’re not just selling a solution; they are part of our process and constantly thinking ahead with us.”
Ariel Sahar, VP of Digital at Consist’s Products and Digital Division, stated: “The Triple Y story clearly demonstrates the ability of true AI solutions to create a revolution in service, sales, and the customer experience. With Glassix AI, organizations can provide smart, available, and accurate service, while the bot allows human agents to focus on truly complex issues.”
A big thank you to Yair and the entire Triple Y team for the collaboration and for sharing the customer story. Consist is happy and proud to be part of the operations of a growing, dynamic, and leading company like yours!