Intelligent knowledge management by OMQ for KIX4OTRS

The OMQ knowledge management is a self-learning system developed by OMQ GmbH as a server-based component using artificial intelligence methods. As an extension for existing ticketing systems, OMQ plug-in optimizes the parts of support processing.

Due to analysis methods, problems changes into requests and they are automatically compared with already existing requests and solutions. If there is a match, then the support manager gets automatically suggested solutions and can use them easily by double-clicking. Additionally, „OMQ self service“ allows the customer to use the already collected knowlegde directly. In this way, you don't administrate knowledge, it's available to use actively for answering customer requests.