Airbus Helicopters uses AI to improve technical support
Airbus Helicopters has transformed its technical support and customer experience by using Sinequa’s Intelligent Search platform
With this solution, Airbus Helicopters enables self-service technical support, enabling technicians to operate more efficiently, while gaining valuable insights that contribute to the safety of its aircraft.
A Sinequa customer since 2013, Airbus Helicopters expanded the use of the platform this year to address increased requests made to its technical support department. With an estimated 30,000 queries per year and rising, 200,000 technical requests, and more than 3,000 technical documents created and approved under EASA Part 21, Airbus Helicopters Technical Support sought to enable unified search and extract insights from structured and unstructured data within message boards and technical documentation.
Using Sinequa’s AI-powered search platform with advanced Natural Language Understanding (NLU), multi-language support and text mining capabilities, Airbus Helicopters’ Technical Support team developed a specialized search application, internally called Hyperion, that intends to enable self-service support and autonomy for over 20 per cent of customer queries, delivering an estimated 60-per-cent resolution rate on simple queries. Additionally, response times for second-level support interactions are expected to be reduced by five to 10 per cent.
“Sinequa is proud to work with Airbus Helicopters to help advance the company’s digitalization of its processes, and to improve the findability of vital information across the organization,” said Stéphane Kirchacker, Vice President, EMEA, at Sinequa. “We are pleased to support Airbus Helicopters in its pursuit of improved response and resolution times, optimizing its support operations and ultimately helping to guarantee optimal safety of its aircraft.”