JP Home x Yelda
JP Home, the B2C brand of the Jacky Perrenot group, faces a classic last-mile logistics challenge: tens of thousands of inbound calls every month, the vast majority of which concern simple requests. These repetitive calls were keeping French customer service advisors busy with low-value tasks, at the expense of complex situations that truly require their expertise and empathy. JP Home chose to deploy Eva, the AI voice agent developed by YeldaAI : not to replace its teams, but to give them their time back.
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Eva handles the entire journey for common requests:
Automatic customer identification : Eva recognizes the caller via their phone number or order details (phone number + postcode), with no human intervention.
Real-time delivery status : the customer is immediately informed of their delivery status, 24/7. Autonomous appointment scheduling : Eva offers available time slots, confirms the customer's choice, and triggers an SMS confirmation within 15 minutes.
Contextualized transfer : for complex cases, Eva transfers the call to an advisor with the context already collected, so the customer never has to repeat themselves.
Around 68% of calls relate to orders with 1 or 2 items : this is the core scope handled by Eva, end to end, fully autonomously.
Benefits for teams and the organization
Improved working conditions Eva absorbs 100% of repetitive calls : including during peak periods such as December 2025 (67,000 calls in a single month). Advisors are no longer under the mechanical pressure of high call volumes.
More meaningful and fulfilling work Freed from low-value tasks, customer service agents can focus on complex complaints and interactions that require empathy and real expertise.
24/7 availability without overload Eva ensures service continuity outside of office hours, without ever calling on teams beyond their contracted working hours.
A direct CSR impact By reducing failed delivery attempts through better-confirmed appointments, Eva contributes to the group's decarbonization strategy : 50% alternative-energy vehicles, systematic CO₂ reporting, and a target of 60% electric transport.
A scalable international model The setup deployed in France serves as a foundation for expansion into the Benelux and the United Kingdom (ArrowXL), following the same responsible logistics approach.
