FIXEE
FIXEE is a customer support platform for industrial equipment makers and service teams. It centralises email, WhatsApp and web chat in one ticketing workspace, where an AI assistant absorbs routine level-1 requests and every resolution enriches the knowledge base.
What is FIXEE?
FIXEE is a customer support platform built for a specific world: companies that sell and service machines, industrial equipment and technical products. Its starting point is the mess most technical hotlines live with, where requests arrive by email, by WhatsApp and by phone, each handled in its own corner, with no reliable record of who did what.
The platform pulls three inbound channels together: email, WhatsApp and web chat land in one workspace. Customers keep writing to the address and the number they already use, so nothing changes on their side. Internally, every incoming message opens a ticket automatically, assigned, tracked and kept with its full history, with no duplicate entry.
Two AI assistants sit on top of that flow. Askia Client greets and pre-qualifies new requests around the clock, answers frequent questions and escalates the rest to a human with the context attached. It answers only from the content and rules the customer supplies, and the confidence threshold below which it must hand over is set by the customer. Askia Hotliner faces inward instead: technicians question it in plain language and it retrieves similar past cases from intervention reports, documentation and procedures, citing its sources every time.
Around the assistants sit the tools a service desk needs. Interactive video assistance opens from a link in the browser, with no app to install and no account to create; the technician annotates the image live, takes HD photos remotely, and a voice-only mode covers weak connections. A structured intervention report is generated automatically for each ticket and feeds the knowledge base, so documentation accumulates as a by-product of the work rather than as an evening chore. Messages are translated instantly across more than forty languages, with up to twenty participants on one case, and distributors or suppliers can be invited as external contributors who see only the conversations that concern them.
Satisfaction surveys, a real-time analytics dashboard, an equipment reference that ties tickets to the actual asset, and optional ERP, CRM and CMMS connectors complete the picture. The publisher is UBIKIO, a French company based in Brignais, and the platform is offered in six languages.
What it does
- Centralise email, WhatsApp and web chat requests in a single ticketing workspace
- Let an AI assistant answer and pre-qualify level-1 requests around the clock, then escalate with full context
- Open an interactive video assistance session in one click, with no app to install on the customer side
- Query past cases, technical documentation and procedures in plain language and get sourced answers
- Generate a structured intervention report automatically for every ticket
- Translate every exchange instantly for each participant across more than forty languages
- Track volume, response time, resolution time and workload per channel on a real-time dashboard
When to use FIXEE / When not to
A quick filter to help you decide if FIXEE is the right fit.
When to use FIXEE
- Small and mid-sized industrial manufacturers, OEMs and equipment distributors whose after-sales hotline is saturated by repetitive requests
- Technical support and after-sales managers who need traceability: who handled which case, when, and with what outcome
- Service organisations where expertise sits in the heads of two or three key people and walks out of the door when they leave
- International teams handling customers, distributors and suppliers across several languages on the same case
- Companies with no dedicated IT department, which need a support tool that goes live in days rather than months
When not to use FIXEE
- Teams looking for a general-purpose or consumer-facing helpdesk: FIXEE is built around equipment and machine support
- Developers who need a product API, since no API or developer documentation is published anywhere on the site
- Organisations that require native iOS or Android apps, as none exists
- Buyers who want to start free or month to month: the entry plan costs EUR 260 per month excluding tax with a six-month minimum commitment, and the other three require twelve months
- Companies that want to replace their phone hotline outright, since the vendor positions FIXEE as a written level-1 layer that relieves the phone rather than replacing it
How to use FIXEE
A typical end-to-end flow, from setup to results.
- Book the 30-minute diagnostic call the vendor offers, or register directly on app.fixee.ai to test the platform
- Agree the scope and the plan, since the four packaged offers differ mainly by volume quotas and by knowledge features
- Hand over the shared support mailbox and the existing WhatsApp number, which are connected during deployment
- Involve your IT staff only if a firewall is in the way and for part of the mailbox configuration, typically one to one and a half hours
- Load whatever documentation already exists, such as PDFs, past emails and closed tickets; an exhaustive knowledge base is not required to start
- Define what Askia Client may answer, in which tone, what it must escalate, and the confidence threshold below which it must not reply
- Tell your customers which contact points are now the official ones, which the vendor presents as the decisive adoption factor
- Let tickets flow in, with agents handling escalations and correcting the assistant's knowledge as gaps appear
- Use interactive video assistance on cases that cannot be diagnosed in writing, and let the intervention report be generated automatically
- Read the analytics dashboard after the first weeks, then widen the functional scope or raise the volume tier as usage grows
Pros & Cons
Pros
- Customers keep using the channels they already know, email and WhatsApp, so adoption does not depend on changing their habits
- Unlimited internal and external users on every plan, which removes licence arbitration and seat counting entirely
- Public, itemised pricing with a full feature comparison table, which is uncommon in this B2B segment
- European hosting, GDPR compliance audited by an external body, an appointed DPO and an Article 28 processing agreement published in the terms
- Customer data is stated not to be used for model training and not to be accessible to third parties
- The internal assistant cites its sources on every answer, which makes its output checkable rather than opaque
- Light deployment claimed in a few days, with setup and onboarding included in all four plans
Cons
- No product API and no developer documentation anywhere across the site's 267 indexed pages; ERP, CRM and CMMS connectors are bespoke work delivered on request
- No iOS or Android application
- No permanent free plan, and a contractual commitment of six months on the entry plan and twelve months on the other three
- The homepage's benefit counters render as +0% in the static page, so the headline performance gains cannot be verified on the site itself
- Testimonials are anonymised down to a first name, an initial and a sector, so no customer reference is verifiable
- No security certification such as ISO 27001 or SOC 2 is published; the only attestation cited is a GDPR compliance body
- The site contradicts itself on the entry price and on where data is hosted, and publishes no named list of sub-processors although the terms provide for using them
Pricing & Plans
There is no permanent free plan. The vendor offers a free sign-up to test the platform, but publishes no trial duration or conditions. Paid subscriptions are billed per team with an unlimited number of internal and external users, and the lowest entry point is EUR 260 per month excluding tax for the START plan, that is from EUR 3,120 per year, with a minimum commitment of six months. Note that the homepage FAQ mentions a starting budget of EUR 2,000 per year, which the pricing page does not support.
- unlimited users
- 5 GB knowledge base
- 360 tickets handled by Askia Client per year
- 24 hours of video assistance
- 720 automatic reports
- Resolved Cases Base and Asset capitalisation included for the first year
- 15 GB knowledge base
- 360 tickets per year
- 60 hours of video assistance
- 2
- 400 reports
- contract management
- Askia Hotliner at 5x usage
- priority support
- 5 GB knowledge base
- 2
- 400 tickets handled by Askia Client per year
- 120 hours of video assistance
- 2
- 400 reports
- ticket routing
- priority support
- 30 GB knowledge base
- 6
- 000 tickets per year
- 180 hours of video assistance
- 6
- 000 reports
- Askia Hotliner at 20x usage
- customised Askia Client included
- customised Askia Client for a one-off EUR 1
- 200 (included in MOTEUR)
- and ERP
- CRM or CMMS connectors activated on request
Data, GDPR & hosting
A consolidated view of how FIXEE handles your data.
GDPR overview
GDPR compliance is claimed explicitly and backed by concrete artefacts rather than a slogan. An independent Data Protection Officer has been appointed and declared to the supervisory authority, reachable at dpo@fixee.ai. An Article 28 processing agreement is annexed to the terms of use and covers documented instructions, security measures, breach notification, audit by an independent third party and an annual questionnaire. The vendor undertakes not to transfer personal data outside the European Union nor to appoint sub-processors located outside it. Data subject rights are listed in full, with a one-month response deadline extendable to three, and the French supervisory authority CNIL is named with its contact details. Compliance is audited by an external body, Dipeeo, whose badge appears on every legal page. No Article 27 representative is designated, which is expected for a French publisher.
Who owns the data?
The customer remains the owner of the data entered in the platform, and the vendor states that it can be exported at any time. Contractually, the customer is the data controller and UBIKIO acts as processor under Article 28 of the GDPR, working only on the customer's documented instructions; personal data is deleted when the contract ends, with possible anonymisation. Intellectual property in the software itself stays with UBIKIO, which grants a non-exclusive licence for professional use. One clause is worth noting: the sales terms reserve the right for UBIKIO to display its customers' logos and trade names on its own website for marketing purposes.
Reuse rights
Customers may use their own data freely for their business, and the vendor advertises export of data and assets at any time, so there is no need to ask permission to retrieve or reuse what has been put into the platform. What is restricted is the platform itself: the licence is non-exclusive and limited to professional use, and reselling, transferring, translating or otherwise sharing the service with a third party, including another company in the same group, requires prior written authorisation. Re-posting, scraping and automated or high-volume use of the platform are expressly forbidden by the terms of use. On the vendor's side, the homepage FAQ states that customer data stays confidential, is not accessible to third parties and is not used to train the models, and the privacy policy adds that data is never sold or transferred to commercial partners. The sales terms do, however, allow UBIKIO to reuse customer logos and trade names for its own marketing.
Data retention & training
Hosting summary
Hosting is European, but the site states it in three different ways. The homepage FAQ says twice that FIXEE is hosted in France with encrypted transfers, and once that it is hosted in Europe. The pricing page says hosting is European and Swiss, and adds that data and assets are exportable at any time; Switzerland sits outside the European Union, so the two statements are not equivalent. The privacy policy covering the public website says its data is hosted exclusively on servers located in the European Union. The legal notice names AWS as the host, with the address of its French office, and the terms of use repeat that the platform is hosted by AWS while committing the vendor to an obligation of means, on its own servers or through a professional host. The Article 28 agreement is the firmest element: UBIKIO undertakes not to transfer personal data outside the European Union and not to appoint sub-processors located outside it. No named list of sub-processors is published. Anyone with a strict data residency requirement should get the exact hosting location confirmed contractually.
Things to keep in mind
Risks and trade-offs to weigh before adopting FIXEE.
- A wrong AI answer about an industrial machine can be costly. The vendor's mitigation is source citation and a configurable confidence threshold, but the responsibility for validating advice stays with your technicians
- Automating level 1 can quietly deskill junior staff: if newcomers query an assistant instead of learning from senior colleagues, the organisation may gain speed and lose depth over time
- The site contradicts itself on the entry price, mentioning a starting budget of EUR 2,000 per year on the homepage against EUR 3,120 per year on the pricing page. Get the figure confirmed in the quote
- Hosting statements are inconsistent across pages: France on the homepage, Europe elsewhere, and European and Swiss on the pricing page. Switzerland is outside the EU, so ask exactly where your data will sit
- The privacy policy sets a minimum age of 15 while the terms of use require an adult to open an account, an inconsistency worth clarifying if minors could ever be involved
- The commitment runs six to twelve months depending on the plan, and knowledge accumulated in the vendor's base becomes an operational dependency. Confirm the export path before you rely on it
- Performance claims cannot be checked: the benefit counters render as +0% in the page and all testimonials are anonymised, so treat the advertised gains as vendor claims rather than measured results
Setup & Integrations
Technical difficulty
Low, on the vendor's own account. Configuration is described as light, going live in a few days, with no heavy integration project. Your existing shared mailbox and WhatsApp number are connected during deployment, and setup and onboarding are included in every plan. IT involvement is limited to firewall considerations and part of the mailbox configuration, typically one to one and a half hours. No exhaustive knowledge base is needed to start, since existing PDFs, emails and past tickets can be ingested. The one unquantified effort is the bespoke ERP, CRM or CMMS connectors, which are scoped on request.
Deployment
Integrations
Supported languages
Behind FIXEE
Social
Resources
All the official URLs gathered for verification and reference.
Frequently asked questions
Which channels does FIXEE centralise?
Does FIXEE replace our telephone hotline?
What exactly does the AI do?
Can the assistant give a wrong answer to our customers?
How long does it take to go live?
Do we have to document everything first?
How much does it cost?
Where is the data hosted and is it used to train the models?
Is there an API?
Is there a free trial?
Should you pick FIXEE?
FIXEE is a deliberately narrow product, and that is its strength. Rather than competing with general-purpose helpdesks, it addresses the after-sales reality of industrial manufacturers and equipment distributors: a saturated hotline, expertise concentrated in two or three people, and knowledge that evaporates when they leave. The loop it proposes, where each resolution produces a report that feeds a knowledge base which speeds up the next resolution, is coherent and clearly the reason the product exists.
Several things stand out for a buyer. Pricing is public and itemised, with a full comparison table and unlimited users on every plan, which is rare in this segment and makes budgeting predictable. The compliance posture is solid for a company of this size: European hosting, an appointed DPO, an Article 28 processing agreement published in the terms, an external compliance audit, and an explicit statement that customer data is not used to train models. The internal assistant citing its sources is a sensible design choice where a wrong answer about a machine can be expensive.
The reservations are real too. There is no product API and no mobile app, integration is bespoke work, and the commitment runs from six to twelve months, so this is not a tool to try casually. The evidence offered for the headline gains is thin: the benefit counters do not render on the page and every testimonial is anonymised. The site also contradicts itself on the entry price and on where data actually sits, which are exactly the two points a buyer should pin down in writing.
For a mid-sized industrial company whose technical support is straining and whose know-how lives in people's heads, FIXEE is a credible and well-scoped option, provided those ambiguities are cleared up before signing.
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