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Airbus Helicopters, the world’s leading manufacturer of helicopters, enables self-service technical support and gains insights that contribute to the safety and innovation of aircraft using Sinequa’s intelligent search. Sinequa provides agents with a powerful search and proactive recommendation system that raises agent productivity and customer satisfaction.
Airbus Helicopters operates 23 customer centers around the world, which handle 30,000 requests per year (10% of which are urgent). To improve support operations, the agents from Airbus needed an application to speed up the resolution of the support cases through a 360-degree view of customers and cases for an in-service fleet of 12,000 helicopters.
Having already deployed Sinequa as an enterprise search engine, Airbus realized that the software platform could be used to address the challenges of quickly finding the most relevant information in its technical customer support group. Working closely with Sinequa and our partner Atos, Airbus integrated structured and unstructured content from thousands of technical documents, databases and applications, such as:
With Sinequa, the technical customer support has transformed its operations while improving customer satisfaction as follows:
On simple requests, 20% are answered by using technical documentation available to customers. 80% found answers immediately in the results list from that documentation.
We lose a lot of time searching through our various databases and existing tools, along with drawings and technical documentation. We selected Sinequa’s search engine because of its high performance and the fact that it’s straightforward to index databases.
Frédéric Antoine Technical Support Network Manager, Airbus Helicopters