FLOA x Yelda
FLOA, a BNP Paribas consumer credit specialist, was receiving thousands of calls every day — many of them simple loan simulation requests that kept advisors tied up on low-value tasks. In December 2023, FLOA chose to deploy YeldaAI's virtual agent to handle 100% of incoming calls, 24/7, and deliver instant, personalized loan simulations without any human intervention.
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The virtual agent handles the entire journey for common requests:
Instant loan simulations: directly connected to FLOA's banking system, the agent delivers personalized loan simulations in seconds — no advisor needed.
24/7 coverage: the agent answers 100% of incoming calls around the clock, eliminating wait times entirely.
Seamless handover: when a case requires human expertise, the agent transfers the call to the right advisor with full context already collected.
Real-time dashboards: FLOA managers track authorized loan requests and handover performance live, with fully customizable business indicators.
Key figures
100% of calls answered. Zero wait time. Advisors freed for what matters.
100%
of incoming calls handled by the agent, 24/7
30%
automation rate, with a 60% target
2 months
from kick-off to full deployment
Benefits for teams and the organization
Zero wait time for customers: loan simulations that previously required an advisor are now delivered in seconds, at any hour of the day.
Higher-value work for advisors: freed from repetitive, time-consuming requests, FLOA's team can focus entirely on complex cases — loan management, sensitive situations, high-stakes interactions.
Enterprise-grade security: given the sensitivity of banking data, the solution passed a comprehensive security validation process before going live — meeting the full requirements of the financial sector.
Operational flexibility: FLOA's team can update the agent's behavior directly from the Yelda interface at any time, with changes applied instantly — no development required.
A scalable model: with an initial automation rate of 30% and a target of 60%, the solution is designed to grow alongside FLOA's volumes and use cases.
