Case Study: Secours Populaire Français Paris Committee achieves immediate responses and reduced workload with Inbenta chatbot

Secours Populaire Français Paris Committee - Customer Case Study

Secours populaire français is a nationwide public-utility association with 96 federations and around 87,000 volunteers that provides food aid, holiday assistance, educational support and professional reintegration. Faced with large volumes of varied incoming contacts and the need to serve both local federations and the national organisation consistently, the association sought a self-service solution to reduce manual processing, offer immediate first responses and keep visitors on the relevant federation pages.

Inbenta implemented a chatbot in 2021, building a federations-validated FAQ knowledge base, providing back‑office support and routing users or escalating when needed. The bot flags unanswered queries for continuous improvement and enforces consistent content across sites; early results show the chatbot handled the majority of 273 sessions in September 2021 (78% successful requests) and manages up to 19 independent requests per day, speeding responses and freeing staff and volunteers to focus on urgent cases.

Secours Populaire Français Paris Committee

Guillaume Ramel

Project Manager for Digital Communication