Built For
Crew, ops coordinators, and support teams managing daily requests.
Used By
Airlines and ground handlers with time-critical support needs.
Proven Outcomes
Faster resolution, instant policy access, and automated audit trails.
What It Is
CTM Smart Assistant is a unified digital support platform for crew operational needs. It provides a single entry point for support requests — whether urgent, routine, or policy-related — and automatically routes each request to the right channel (ticket, live chat, or bot). Every interaction is tracked and auditable, ensuring continuous improvement and accountability across operations support workflows.
Core Workflows
Three channels for operational support — tickets, bot chat, and live chat — each optimized for different request types.
Ticket Workflow
- Structured request intake
- Auto-routing intelligence
- Auto-create Jira issues
- Zero manual triage delays
Bot Chat Workflow
- Natural language Q&A
- Instant policy retrieval (RAG)
- Automated procedure guidance
- 24/7 informational support
Live Chat Workflow
- Time-critical ops support
- Flight-context awareness
- Human agent escalation
- Rapid blockage removal
Technical Architecture
Seamless integration with existing systems and enterprise-grade audit trails.
Integrations
- Native Jira automation
- Automated email alerts
- Mobile crew interface
- Document knowledge base
Audit Trail & Reporting
- 100% interaction logging
- Request sentiment tracking
- Topic & status analytics
- Full Jira history sync
Why It Matters
Operational outcomes that improve crew experience and support team efficiency.
Faster Resolution
Right-channel routing (ticket vs bot vs live chat) ensures issues reach the right resolver with the right urgency, reducing resolution time for operational matters.
Better Knowledge Access
Policy-aware bot answers give crew instant guidance without waiting for support agents, reducing repetitive inquiries and freeing agents for complex cases.
Improved Traceability
Complete audit trails, Jira integration, and feedback loops enable continuous improvement and accountability across all support interactions.
Crew Call Center for Operational Support
A unified crew call center platform that consolidates all operational support requests — from routine policy questions to time-critical flight-duty matters — into one omnichannel system with complete traceability.
Omnichannel Intake
Unified support via three channels:
- Tickets: Structured requests for routine tasks
- Live Chat: Real-time support for critical ops
- Bot: Instant policy answers and guidance
Routing & Escalation
Intelligent traffic direction:
- Auto-Routing: Assigns by topic and context
- Escalation: Seamless bot-to-human handoff
- Queues: Context-aware agent management
Jira Traceability
Automated audit trails:
- Sync: Tickets instantly create Jira issues
- Logs: Chat transcripts attached to records
- Status: Real-time updates across teams
Dashboards & Feedback
Data-driven improvements:
- Analytics: Filter requests by flight or topic
- Metrics: Track resolution speed & satisfaction
- Feedback: Capture sentiment for training
Product Tour
Experience the CTM Smart Assistant interface
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