Airbus Helicopters Takes Technical Support to New Heights using AI-powered search platform
Frederic Antoine
Presented at the Vertical Flight Society 79th Annual Forum & Technology Display
Product Support Systems Technology Technical Session - Paper 1199
6 pages
Abstract:
To maintain and operate their helicopters, customers may need Airbus Helicopters technical support. The increase of technical requests addressed by the customers is in relation with the increase of the global fleet. But the sizing of Airbus Helicopters technical support teams cannot be increased the same way. The project was to analyze how the current Artificial Intelligence features could help Airbus Helicopters to be more efficient to manage its customers' technical requests. A search application was developed using Natural Language Processing technology to search more rapidly and more efficiently by finding results in the technical documentation available to customers and technical support teams or by finding similar cases already treated. The result is an important gain in search time, as well as an increase of customers and technical support autonomy. Based on these technical requests, Airbus Helicopters technical support is also gathering the return of experience of the in-service behavior of the global fleet. Thanks to the Machine Learning technology, an automatic classification of technical requests is set up to determine if a request is relevant for return of experience or not. These AI technologies permit to reduce the low-added valued tasks - search for information, to allow Airbus Helicopters teams to have more time to focus on high-added valued tasks - technical analysis.
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