Nehô Group x Yelda
Voiron's municipal services were fielding a growing flood of daily calls (ID cards, school enrollment, civil status, urban planning) with a front desk team under constant pressure. The city deployed Anaïs, YeldaAI's multichannel virtual agent, to handle the first layer of every interaction: answering simple requests instantly, and routing complex cases to the right department without friction.
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From the first ring to the right answer:
Immediate response on the most common requests: ID cards, birth certificates, school enrollment, opening hours — Anaïs handles these end to end, with accurate, procedure-compliant answers and no agent involvement.
SMS follow-up for self-service steps: when a request can be completed online, Anaïs automatically sends a recap SMS with the relevant link or instructions — residents keep the information, callbacks drop.
Seamless transfer when human expertise is needed: for complex cases, Anaïs qualifies the request and routes the caller to the right municipal department with a over 99% successful transfer rate.
Web chat on Voiron.fr: alongside the phone channel, Anaïs handles written interactions on the city website — with Instagram coverage coming next to reach younger residents.
Key figures
3,000 calls a month. Half handled autonomously. Nearly two thirds of residents satisfied.
3,000
calls handled per month by Anaïs
50%
fully automated, with no agent intervention
>99%
successful transfer rate for calls requiring human follow-up
What it changed for residents and municipal staff
Less pressure at the front desk: repetitive, high-volume calls no longer pile up on reception staff — the most frequent requests are resolved before they ever reach a human agent.
Better quality interactions with residents: freed from low-value calls, municipal agents can engage more meaningfully with the people who genuinely need their help.
Continuous service, including outside office hours: Anaïs is available 24/7 — residents get an answer whenever they call, not just during opening hours.
Strong adoption on both sides: nearly two thirds of residents express positive satisfaction after interacting with Anaïs — and municipal teams have embraced the tool as a genuine day-to-day support.