OHM Energie x Yelda
Ohm Energie, a French electricity provider with over 200,000 customers, was receiving 1,300 calls every day — more than half of them simple requests that kept advisors stuck on low-value tasks. Faced with recruitment challenges and unpredictable call volumes, Ohm Energie chose to deploy YeldaAI's virtual agent to automate responses, eliminate wait times, and scale without hiring.
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The virtual agent handles the entire journey for common requests:
Personalized from the first second: connected to Salesforce, the agent recognizes the caller's phone number and instantly accesses their account — consumption level, account status, billing history — for a fully tailored interaction.
Billing expertise at scale: trained on Ohm Energie's knowledge base and live account data, the agent answers billing questions with precision — and proactively prompts customers with outstanding balances to settle their account.
Smart queue routing: calls are automatically sorted by intent and directed to the right queue — the virtual agent handles simple requests end to end, while complex cases go straight to a human advisor.
Full conversation tracking: managers access AI-generated conversation summaries and automatic tags ("Billing issue", "Cancellation request", "Technical problem") directly from the Yelda platform.
Key figures
100% of calls answered. Zero wait time. Advisors freed for what matters.
500,000
calls handled per year by the AI agent
4.5/5
customer satisfaction score — on par with human advisors
24/7
availability, with no impact on team workload
Benefits for teams and the organization
Eliminated wait times: the virtual agent answers every call instantly, at any hour — no queue, no outsourcing, no degraded service during peak periods.
Advisors focused on complex cases: freed from repetitive requests, Ohm Energie's support team can dedicate their time to high-stakes interactions — cancellations, disputes, in-depth investigations.
No hiring needed during peaks: call volume spikes linked to billing regularization periods are absorbed entirely by the agent — without recruiting, training, or outsourcing costs.
Same satisfaction as a human advisor: customer satisfaction, measured at the end of each call, sits at 4.5/5 — identical to the score achieved by human agents.
Faster, more accurate than expected: after just two months, the AI solution proved faster and more efficient than human advisors on simple cases — a result that exceeded initial expectations.
