The learning flywheel

The learning flywheel

The flywheel is the reason Onyx gets better every month: tickets your staff resolve become knowledge the AI can use next time, with you approving every lesson.

How a ticket becomes knowledge

1. A ticket escalates, a staff member solves it, the ticket closes.
2. Onyx reads the transcript and extracts candidate question-and-answer pairs, written to be reusable (member-specific details stripped).
3. The candidates land in AI, then Approval Queue in your dashboard.
4. You approve, edit then approve, or reject. Keyboard shortcuts make triage fast.
5. Approved entries join your knowledge under the Tickets tab on the Knowledge page, retrievable in the very next conversation.

You are always in the loop

Nothing enters your knowledge base without your approval, every learned entry is named by its question, and each one traces back to its source ticket. Disable or delete any entry at any time, like any other source.

Watching it pay off

The Overview and Inbox show your deflection rate: the share of closed tickets the AI resolved without staff. As approved lessons accumulate, that number climbs, and Onyx sends a monthly recap of it by email (you can turn that off in notification settings).