How Amittim Transformed Customer Service with Botica AI

Artificial intelligence is no longer a futuristic concept. It’s here, reshaping how organizations operate and serve their customers. But integrating AI into a large, complex organization is no small feat. Amittim-Tech, the technology arm of Amittim, took on this challenge head-on. They used the Botica AI platform to revolutionize their customer service and operational efficiency while keeping sensitive data secure.

In this post, I’ll walk you through how Amittim embraced AI, the hurdles they overcame, and the impressive results they achieved. If you’re part of a large enterprise looking to harness AI for real impact, this story offers valuable insights.

Building a Secure, Local AI Model

Amittim manages operations for eight major pension funds, serving over 240,000 retirees and 45,000 active insured members. They oversee assets worth around 400 billion shekels. With such a massive and sensitive operation, data security is paramount.

Two years ago, Amittim-Tech’s CEO, Tzahi Nir, wanted to explore how AI could improve their operations. But there was a catch: no external AI models could be used due to strict data privacy rules. So, they partnered with Webtech, the creators of Botica AI, to build a local, dedicated large language model (LLM).

This model runs entirely within Amittim’s secure environment. It processes sensitive financial and personal data without ever exposing it externally. The team also developed tools for anonymizing data and removing identifying information before processing. This approach ensured compliance with strict regulations while unlocking AI’s power.

Gai Shkolnik, CEO of Webtech, explains that choosing the right AI platform is just the start. The real challenge is tailoring it to the organization’s needs and building a secure, ongoing AI infrastructure. For Amittim, this meant creating a system that could handle complex financial data safely and efficiently.

Transforming Customer Service and Operations

In early 2026, Amittim rolled out two key AI-powered solutions that changed the game:

• AI-powered content understanding for customer service reps

This tool lets service agents understand customer questions phrased in natural language and quickly find accurate answers. It dramatically cut call times and improved response quality.

• Automated email classification and processing

Incoming emails are automatically categorized, processed, and indexed into the archive. Tasks that once required many staff hours now happen almost instantly.

These solutions brought huge operational savings and freed up staff to focus on more complex tasks. The AI tools also improved accuracy, reducing errors and boosting customer satisfaction.

Customer service Call Center

Expanding AI Use Cases in 2026

Amittim plans to extend AI’s reach further this year with Botica’s help. Upcoming projects include:

• Automatic call center transcription and analysis

AI will transcribe calls, summarize conversations, detect customer sentiment, and save the data directly into the CRM system. This will help managers monitor service quality and identify trends.

• Document verification for fund withdrawals

A fully automated system will scan, verify, and approve withdrawal documents, speeding up payments and reducing manual errors.

These enhancements will make processes faster and more precise, saving the organization countless hours and improving the customer experience.

Why This Partnership Works

The collaboration between Amittim and Webtech shows how AI can be integrated smoothly into a large, regulated organization. Tzahi Nir praises Webtech for helping build clear policies and delivering solutions that fit Amittim’s unique needs.

Gai Shkolnik highlights that Botica AI is a flexible platform designed to meet strict regulatory requirements. It adapts to different organizations and integrates with existing systems while keeping the user experience simple and effective.

This case proves that with the right approach, AI can be a powerful tool for enterprises looking to improve efficiency and service quality without compromising security.

What You Can Learn from Amittim’s AI Journey

If you’re considering AI for your organization, here are some key takeaways from Amittim’s experience:

• Start with security and compliance

Build or choose AI models that keep sensitive data local and protected. Anonymize data where possible.

• Tailor AI to your specific needs

Don’t just pick a generic AI tool. Work with partners who understand your industry and can customize solutions.

• Focus on practical use cases first

Identify areas where AI can save time and improve accuracy, like customer service or document processing.

• Plan for ongoing integration

AI is not a one-time project. Build infrastructure and policies that support continuous AI use and updates.

• Partner with experienced providers

Collaborate with companies like Webtech that have proven expertise in enterprise AI deployment.

Amittim’s story shows that AI can transform even the most complex and regulated organizations. By choosing the right platform and focusing on security and usability, they improved service for hundreds of thousands of customers and saved significant operational costs.

If you want to explore how AI can work for your enterprise, consider platforms like Botica AI that offer secure, customizable solutions designed for large organizations.

Harnessing AI is no longer optional. It’s a necessity for organizations that want to stay competitive and deliver better service. Amittim’s success proves that with the right approach, AI can be a powerful ally in your digital transformation journey.

#botica.ai #aitransformation

This post is based on insights from Amittim-Tech and Webtech, creators of Botica AI.