Resolved Cases Base: your customer support expertise stops evaporating

In brief

Does your technical support expertise live in the heads of two or three colleagues? They have no time to document it, and nothing is capitalized? The Resolved Cases Base turns every resolved ticket into reusable knowledge. The result: 100% of your customer support activity is analysed and feeds your knowledge base, automatically. 100% of that base is instantly available through your FIXEE AI assistants.

What our customers tell us

• “Building and maintaining a knowledge base is a colossal job!”
• “We’re a small team. We don’t have time to document our technical support work.”
• “With AI, isn’t it possible to feed a FAQ automatically?”

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.

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.

When knowledge stays in people’s heads, the consequences turn critical

• Over-solicited experts: internally and externally, and your resolution times suffer for it.
• Service continuity at risk: when they are away, service levels drop.
• Capital walking out the door: when they leave, years of accumulated history and operational experience disappear.
• Diagnostics redone on a loop: your teams redo the same diagnostics every day without anything being capitalized.
• A documentation project postponed indefinitely: building a knowledge base is too heavy to launch and maintain for a team already under pressure.
• A base that goes stale: and when the project does ship, the base is no longer maintained.

FIXEE launches the Resolved Cases Base

That bottleneck is exactly what we set out to solve. 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.

Results

• 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.
• Handle level 1 around the clock, 24/7: 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.
• Build a strategic asset: your support expertise stops being a risk to service continuity and becomes a differentiating asset—ever more consolidated, monetizable, transmissible—that sharpens your competitive advantage over the long term.

"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."

Availability

• General availability: 1 September 2026.
• Pricing: optional, depending on subscription.

FAQ