Case Study: Cofidis France cuts inbound contacts and improves self-service satisfaction with Inbenta's Dynamic FAQ

Cofidis - Customer Case Study

Cofidis France, a leading consumer credit provider with around 10 million customers, faced a high volume of incoming calls and emails that overloaded its contact teams (about 700 advisers in the north of France). The company needed a way to reduce repetitive, simple inquiries (e.g., application status, required documents) while preserving omnichannel access and handling specialised banking/insurance terminology without harming customer service.

Cofidis implemented Inbenta’s Dynamic FAQ—an NLP-driven, semantic search tool integrated across its site and Help & Contact pages—which continuously improves via query analysis, evaluations and ticketing. The FAQ redirected many users from contact forms, added features like editable follow-up emails, and cut inbound calls and emails; in H2 2021 it handled 10,600 user questions with a 78% correct answer rate and 75% satisfaction, freeing advisers to focus on complex cases.

Cofidis

Gregory

Web Project Manager