A great win for SophiaDesk
We are proud to share it: Aerogest, the French leader in flying-club management software, has chosen SophiaDesk to automate its user support.
For us, it is much more than a new customer. Aerogest is a complete software suite that keeps hundreds of flying clubs across France running: accounting, flight planning, member tracking, instructor management, training, departure control… In total, more than 20,000 pilots use Aerogest tools every day.
That a player of this size trusts us is the best validation of our approach.
The goal: take service quality even further
The world of amateur aviation has a particularity: it lives outside office hours. Flying clubs are active in the evenings, on weekends, on public holidays. And that is precisely when users have questions about the software.
Aerogest already had a responsive and well-liked support team, but they wanted to go further:
- Answer recurring questions instantly about the use of the various modules
- Adapt to very diverse profiles: from the seasoned club president to the Sunday pilot discovering the tool
- Extend support availability to the times when flying clubs are actually active — evenings, weekends and holidays
The objective: complement the existing team with an AI assistant available 24/7, so that every user gets an answer the moment they need it.
The solution: a SophiaDesk agent trained on Aerogest documentation
In just a few days, a SophiaDesk conversational agent was deployed, fed with Aerogest documentation: user guides, FAQs, release notes, tutorials.
The result:
- Users find their answers on their own, including at 10 p.m. on a Saturday or a Sunday morning
- The agent understands the business context: it can talk about logbooks, aircraft bookings, membership fees or solo flights
- Answers are clear and direct, phrased naturally so users never get lost
- The support team focuses on requests that truly need human expertise
The real strength: autonomy during “off” hours
This is perhaps the most striking benefit. A club manager preparing accounts on a Sunday evening, an instructor checking a procedure before an early flight, a treasurer with a question at 10 p.m. — every one of them now gets an answer in seconds, without having to wait for the next day.
The agent does not replace the Aerogest team — it complements it by offering permanent availability. It is added comfort for users, who can move forward at their own pace, whatever the time.
Results that improve every week
This is one of the most rewarding aspects of the deployment.
At launch, the agent correctly answered roughly 50% of questions — a solid start, but with room to grow. Thanks to the statistics and insights provided by SophiaDesk (unanswered questions, most-requested topics, recurring phrasings), the Aerogest team identified the gaps and enriched its documentation over time.
The result: the response rate rose from 50% to more than 80% in a matter of weeks, and it continues to climb.
“Within 48 hours, we see a drop in the number of tickets received!” — Support lead, Aerogest
The virtuous cycle in action
This case perfectly illustrates what we have stood for from day one:
- Fast deployment using existing documentation
- Immediate first results — users find answers from day 1
- Insights reveal the gaps in the documentation
- The team enriches the content accordingly
- The response rate climbs week after week
- Users gain autonomy, including at the most unexpected hours
Data quality is the engine. SophiaDesk gives you the tools to improve it continuously.
Automate your support too
If a software vendor serving 20,000 pilots can deploy a SophiaDesk agent in days and reach more than 80% response rate, imagine what it can do for you.
Whatever your size or industry, your users deserve fast, reliable answers — including evenings and weekends.
Ready to follow Aerogest’s example? Create your agent for free — it’s non-binding.