OMQ Assist makes OTRS more efficient and helps you to deliver great customer service.
- Answer support tickets with one click
- Solve requests from all over the world (supports 32 languages)
- OMQ AI learns from your support tickets (self learning)
- Rights management for agents
- Work in the OMQ knowledge base without leaving OTRS
To get the latest version of the extension please contact us.
OMQ Assist enhances your ticket system with a self-learning knowledge base, which automatically suggests suitable solutions. The processing time of each individual ticket is reduced, because of the extremely shortened research process. As soon as a ticket or a customer email is opened in OTRS, OMQ Assist reads the message automatically. The Artificial Intelligence of OMQ understands the customer’s request and OMQ Assist proposes matching entries from the knowledge base. These appear in the right pane of OTRS Ticketview.
You can also individually search for an answer if you want to use a different answer than the one suggested by OMQ Assist. Just enter a search term in the search field. OMQ Assist displays all entries for this search term. The number in the first place indicates how many entries for the term are stored in the knowledge base as a whole. Below is listed which specific entries there are related to the term and how many of them exist.
OMQ is a central and intelligent knowledge base. All OMQ products access the same service answers from the knowledge base and direct them into the various communication channels.
With our artificial intelligence, incoming customer messages will be automatically read. Simultaneously, OMQ Assist analyzes and understands the intention of the customer request. Text blocks will be displayed to the service agent so that they can compose an email reply with a single click. Manually replying to repetitive customer requests will therefore be avoided.
Follow the instructions.
Integration with OTRS uses an API key. This is used to identify the connection in the ticket system. New customers create a free OMQ account during the integration process. The API is generated automatically in the process. OMQ customers who already have an account can generate an API key for a new Assist connection in the OMQ knowledge base under the Assist module. This is automatically generated via the plus-icon in the left corner.
Improvements to the extension are always welcome. To contribute, please contact OMQ.
Please submit bug reports to support@omq.ai.