Your customer support expertise is a strategic asset. Stop letting it evaporate.

Knowledge that walks out with the people

Ask any executive at a manufacturer, distributor, or equipment installer: where does your customer support’s technical knowledge actually live? In the heads of two or three experts.

That dependency creates a cost few companies address: the bottleneck. Your experts are over-solicited, internally and externally, and your resolution times suffer. When they are away, service continuity is at risk. When they leave, years of accumulated history and operational experience disappear. Meanwhile, your teams redo the same diagnostics every day without anything being capitalized.

Everyone knows the theoretical solution: build a knowledge base. Everyone is also aware of the reality: it is such a heavy project to launch and maintain that it gets postponed indefinitely. And when it does ship, the base goes stale for lack of upkeep.

That bottleneck is exactly what we set out to solve.

A knowledge base that feeds itself automatically

The Resolved Cases Base turns every ticket handled by your customer support into durable knowledge, automatically.

The principle is simple. When each ticket closes, FIXEE analyses the exchanges—whatever their nature (text message, voice note, remote video assistance) or their channel (WhatsApp, email, web chat)—and extracts the key elements: the equipment involved, the observed effect, the identified causes, the resolution that worked. Those elements feed structured knowledge cards.

No blank-page syndrome: the base is seeded from your existing technical documents (manuals, procedures, Excel inventories). Your teams review a base that is already sketched out, which radically changes the equation for feeding and maintaining the knowledge base.

An expert’s reasoning, not a FAQ

Where a conventional knowledge base piles up question-and-answer pairs or frozen articles, the Resolved Cases Base reconstructs your experts’ diagnostic logic.

Cards organize into a tree: one effect can open onto several causes, weighted by how often they actually occur in the field. A cause observed fifty times across your interventions does not carry the same weight as a cause read in a manual. Diagnosis then consists of narrowing that tree with the right questions—exactly as your most experienced referent would.

Every element carries its provenance and the number of cases that confirm it. Your base does not merely grow: it matures, continuously corrected by the reality of your operations.

Humans stay in control

Automating knowledge capitalization does not mean giving up control. Every card produced by ticket analysis starts as a candidate card. It is immediately useful internally, where it gives your teams leads through the Askia Hotliner assistant. But only cards validated by a human become usable by Askia Client to answer your requesters directly.

Your team integrates, discards, or replaces each candidate piece of knowledge. Nothing is overwritten without being archived. You keep full governance over what your brand asserts to your customers.

Your knowledge belongs to you

A legitimate question in the age of AI: what becomes of this knowledge? Each customer’s data belongs to them and is strictly partitioned. Your diagnostics, your procedures, your resolutions are neither shared, nor pooled, nor anonymized for the benefit of a third party. What you build in FIXEE remains your full and entire property, and you can export it whenever you see fit.

What this changes for your organization

The Resolved Cases Base serves three goals.

First, helping your support teams diagnose and resolve future tickets faster. When a new request arrives, Askia Hotliner analyses it and draws on the Resolved Cases Base (candidate and validated cards) to produce a brief and suggestions. AI does not replace technical referents. AI augments the teams’ capabilities.

Second, offering 24/7 level-1 handling of your customers’ requests. Askia Client uses the validated cards from the Resolved Cases Base to assist your customers. AI lets you deliver a more responsive, multilingual service over extended hours, so you stand out from the competition while your teams focus on unknown cases.

Finally, building a strategic asset that sharpens your competitive advantage over the long term. Your support expertise stops being a risk to service continuity and becomes a differentiating asset—ever more consolidated, monetizable, transmissible.

“FIXEE's mission is to make every case resolved by customer support benefit the next ones. The Resolved Cases Base is the literal translation of that into daily use. Knowledge no longer evaporates when a referent is away. From now on it consolidates as operations unfold, to become an actionable strategic asset.”

Join the beta programme

The Resolved Cases Base is available in beta to a limited number of customers. Places are limited: we support each participant closely to guarantee a successful seeding of their base.

It will then be made available as an option depending on subscription.

Do you want your next resolved ticket to be the last one that only serves once?