Revolutionising health tech support: how Binah.ai cut response times by 50% with DevRev

The Company

Founded in 2016, Binah.ai is the leading provider of health and wellness monitoring software. The company has developed an innovative technology that transforms camera-equipped devices such as smartphones into tools for monitoring a wide range of health indicators, including blood pressure, bloodless blood tests such as haemoglobin and haemoglobin A1c, HRV, diabetes risk, stress levels, and many more.This is achieved through a combination of signal processing, AI, and a proprietary mathematical framework developed by their team of mathematicians, physicists, and biotechnology experts.

With five patents and a worldwide presence, Binah.ai supports over 150 clients in the insurance, healthcare and wellness sectors, including several Fortune 500 companies.

We spoke with Eyal Fein, VP of Support at Binah.ai, to learn why they switched to DevRev and how they've used the platform to transform their support operations.

The Challenge

Prior to DevRev, Binah.ai’s support system wasn’t keeping pace with the speed and sophistication of their expanding customer base and product innovation. Their existing Zendesk technology was cutting-edge, the tools supporting customer engagement had fallen behind, limiting their ability to scale efficiently and deliver the high-quality experience they envisioned. Their existing Zendesk setup no longer aligned with the level of innovation they brought to their product.

We at Binah.ai have cutting-edge technology, but the support system we had (Zendesk), was a few years behind

Eyal FeinDirector of Global Support @ Binah.ai

Their support team faced growing friction in day-to-day operations—data spread across multiple tools created a disconnect between customer issues and solutions, limited self-service options meant customers had to wait for agent responses, and agents were tied up responding to repetitive inquiries instead of focusing on complex technical issues. For a company delivering innovative health monitoring solutions globally, maintaining consistent, high-quality support across a diverse client base became increasingly difficult to sustain.

The Solution

In early 2024, Binah.ai implemented DevRev to unify their support and product development operations. DevRev connected Binah.ai's entire customer-facing organization, breaking down silos between support, engineering, and sales teams.

What really caught our eye was realising we could bring consumer-grade expectations and experiences to the support world, delivering a 'wow' effect for our clients and ourselves, with better and more accurate responses.

Eyal FeinDirector of Global Support @ Binah.ai

The implementation process was remarkably smooth despite initial concerns about migration complexity. Binah.ai successfully imported and fine-tuned their knowledge base, set up a comprehensive customer portal, implemented two-way sync with Zendesk for seamless migration, integrated with their license server, and connected their Jira instance with hourly sync intervals.

DevRev tools made it super easy for us to switch, seamlessly handling complex API connections and integrations, and greatly simplifying my life.

Eyal FeinDirector of Global Support @ Binah.ai

Binah.ai focused on implementing several key DevRev features, including ticket management, team inbox for customer conversations, Turing AI for intelligent assistance, PLuG Portal for self-service, customised automatic responses, knowledge base integration, Airdrop for migration, and workflow automations.

The Impact

Since implementing DevRev, Binah.ai has seen significant improvements across their support operations:

• Reduced response times by 50%
• Cut operational costs by 20%
• Shortened resolution cycles by 15% after transitioning from Zendesk

My agents now receive three accurate ticket response suggestions from DevRev, based on existing knowledge and previous tickets, allowing for shorter resolution cycles, happy agents, and happy clients

Eyal FeinDirector of Global Support @ Binah.ai

Since adopting DevRev, Binah.ai has improved the way it delivers customer support. With a unified platform, the team resolves issues more quickly and delivers a smoother experience for customers. DevRev’s AI-powered chat now provides accurate, real-time responses, while the knowledge base automatically updates with information from internal articles, reducing the need for manual input and helping customers find answers faster.

One of the early “wow” moments for the team came when they simply input their website URL into DevRev and instantly had a fully functional AI-based chatbot offering fast, human-like support, powered by their own public knowledge.

Data-Backed Transformation

After implementing DevRev, Binah.ai experienced measurable improvements across their support operations:

• 50% reduction in response times, allowing customers to receive faster assistance
• 20% decrease in operational costs, driven by automation and AI-powered efficiencies
• 15% shorter resolution cycles, helping the team close tickets more quickly
• Higher agent productivity, thanks to AI-suggested replies that reduce the time spent on drafting responses
• Improved customer satisfaction, with accurate answers delivered through AI chat and a growing self-service knowledge base
• Deeper visibility through analytics, helping the team track trends, understand recurring issues, and continuously improve response strategies
• Unified customer view, enabled by integrating Jira, Salesforce, and the license server, allowing agents to work with full context

This reflects both the effectiveness of AI-powered assistance in deflecting tickets and the increased efficiency of Binah.ai's support workflows.

Top Features

• Ticket management system
• Team inbox for customer conversations
• Turing AI
• PLuG Portal
• Customised automatic responses
• Knowledge base articles
• Airdrop
• Workflows

Top Benefits

• 50% reduction in response times
• 20% decrease in operational costs
• 15% shorter resolution cycles
• Improved agent satisfaction
• Enhanced customer experience
• Centralized knowledge management
• Seamless integration with existing tools
• Scalable, future-proof support architecture

Binah.ai's successful implementation of DevRev demonstrates how a unified, AI-powered platform can transform customer support operations, creating a more efficient, customer-centric organization capable of scaling with business growth.