Sofinco: A Generative AI Portal Designed to Enhance Customer Relations

Sofinco: Focusing on the Adoption of Generative AI

Sofinco is a leading brand in consumer finance. This specialized subsidiary of Crédit Agricole offers credit, insurance, and mobility solutions to individuals and retail partners.

Sofinco sought to explore the potential of generative AI to transform its internal processes and enhance the quality of customer service.

Its main challenge was to encourage employees to adopt these new technologies. To achieve this, it built a reliable, industrial-scale platform capable of supporting multiple use cases. It also equipped teams with new tools to work differently, more efficiently, and with greater added value.

Sofinco & Onepoint: Ready-to-Use AI Building Blocks Thanks to AWS and Néo

Sofinco relied on Onepoint for its expertise in AWS and on Néo, Onepoint’s proprietary AI platform. The latter accelerated development and helped deliver ready-to-use AI building blocks.

The collaboration, which began in 2023, builds on an AI onboarding workshop led by Onepoint for Crédit Agricole.

The support covers the entire technical stack, from interface development to data engineering. As a result, technology has been put back at the service of employees.

Complementary skill sets facilitated rapid integration into the Sofinco teams. This includes versatile developers, data engineers, technical leads, and product managers.

Deployment of the Generative AI Portal

The project begins in the fall of 2023. A joint Sofinco/Onepoint team is formed within the “IAGEN” innovation hub. Onepoint is responsible for the design and development of Sofinco’s generative AI portal.

The two entities are collaborating on several fronts. The portal’s front-end and back-end interfaces are being developed jointly to ensure a seamless and secure user experience.

System prompts and content generation mechanisms are then structured. Finally, the first AI use cases already initiated by Sofinco are scaled up to become fully operational.

Two Flagship Use Cases: ASCO & Mailbot

This collaboration took shape in 2024–2025 through two use cases involving two AI-based support tools: ASCO & Mailbot. 2026 marked a shift toward more customer-centric applications.

ASCO & Mailbot: AI assistants deployed for our advisors, giving them access to secure, in-house AI. These tools incorporate the company’s knowledge and expertise across the entire credit lifecycle to better support customers and respond more effectively to inquiries.

A Project Full of Challenges for the Onepoint Teams

These advances were not without obstacles when it came to transforming prototypes into industrial-scale tools. Integrating an AI culture into teams with diverse backgrounds required constant support. It was also necessary to balance innovation with the constraints of the information system. Sofinco’s internal processes sometimes made the deployment of certain tools more complex.

An Operational and Widely Adopted AI Platform

The initiative has delivered on its promises. AI has become an integral part of the teams’ daily work. It is now seen as a practical tool.

These efforts have yielded tangible results on several levels. Advisors save time thanks to the partial automation of repetitive tasks. Mailbot improves the quality of responses provided to customers.

The tools are seen as decision-making aids, which encourages their adoption. The portal now serves as a robust innovation platform, ready to accommodate new use cases.

Sofinco: A Story to Watch

Building on these successes, Sofinco is continuing its approach to responsible innovation.

The teams are already exploring new applications, with the goal of expanding the AI portal to other internal business units. Onepoint will continue to support Sofinco in this evolution.