Yasmin Altmann

Customer service leaders face a genuine challenge: AI agents that autonomously resolve more and more cases need clear guardrails – not because the technology fails, but because…

When a single AI agent reaches its limits, leading companies are turning to the next architectural level: multi-agent systems, in which specialized AI agents collaborate…

An AI agent that draws only from its training knowledge is like a customer service employee without a screen: it can talk, but it can’t look things up, confirm details, or take…

As a customer service manager, you know the feeling: ticket volume is climbing, your team is working hard — and yet the CSAT keeps lagging behind expectations. The Customer…

Imagine writing an important email, proofreading it carefully — and only after sending it noticing the typo in the first line. You read what you meant to write, not what was…

It’s Monday morning, 9:15 a.m. There are 87 customers in the call queue. Three service agents are out sick, two are leaving at the end of the quarter. And 40% of callers want to…

You know the feeling: 200 new tickets on Monday morning, 80% of them the same three questions: password reset, delivery status, contract change. Your team works overtime until 6 PM…

Service inboxes grow faster than teams. An AI Email Agent handles incoming requests autonomously: it reads the email, checks the context, looks up the knowledge base and decides…

AI Workflows are currently the strongest lever for fully automating repetitive service processes. Instead of simply answering individual requests, they execute entire process…

Implementing AI in customer service sounds complex – but in practice, a successful rollout follows a clear pattern. Businesses that do the right groundwork often see results within…

Customers who are delighted recommend you – customers who are disappointed warn others. The Net Promoter Score (NPS) makes this difference measurable and is one of the most…

Chatbot or AI agent – this is the question nearly every customer service leader is asking in 2026. Both technologies use artificial intelligence, automate requests, and relieve…

The email inbox remains one of the most widely used customer service channels – and one of the most expensive. Every incoming email that requires manual processing costs time…

Any business that wants to stay competitive in customer service today can hardly avoid one topic: the AI chatbot. No other tool relieves support teams so efficiently, answers…

Customer service has never been more important — or under more pressure. In 2026, customers expect instant responses, personalized experiences, and seamless support across every…

An AI chatbot in customer service is only as good as its measurable impact. Without the right chatbot KPIs, you have no way of knowing whether your digital assistant is genuinely…

GDPR-compliant AI responses in customer service refer to the use of Artificial Intelligence for the automated handling of customer inquiries in full compliance with the General…

In the competition for the best Customer Experience (CX), more and more companies are turning to Artificial Intelligence. But not all AI is created equal. In this article, we…

In the world of artificial intelligence, Agentic AI marks the transition from purely reactive chatbots to proactive, action-oriented systems. While traditional AI models (like…

Digital assistants (also known as AI Agents) like Alexa, Siri, or ChatGPT have long become part of our daily lives. Whether we turn on the lights via voice command, schedule…

XAI (Explainable AI) refers to AI systems that can make their decisions and results comprehensible to humans. Explainable AI creates transparency, trust, and controllability in…

Whether it’s an IT question or a technical problem - First Level Support is often the first point of contact for customers. It provides rapid assistance, clarifies simple issues…

Artificial intelligence (AI) has revolutionized the way companies interact with customers. AI agents go one step further: they are efficient, scalable and intelligent. In this…

Sustainability is no longer just a trend but a necessity – especially in the tech industry. As an AI company, we bear a dual responsibility: on the one hand, we drive innovation…

On February 2, 2025, a significant part of the EU AI Act came into force. As an important regulatory element for the use of Artificial Intelligence within the European Union, this…

With increasing digitalization, companies are relying more on chatbots to efficiently handle customer inquiries and automate processes. One of the oldest and most proven…

If you believe movies and dark scenarios from books (especially in the science fiction genre), then artificial intelligence seems to be planning a takeover to subdue us humans…

The new year has just begun and many companies have set themselves various goals and resolutions that they want to implement over the next few months - but have they also thought…

With good customer service, companies rise or fall. A product or service may be excellent, but if customers don’t feel adequately supported, they are unlikely to make a purchase…

Customers today have countless options, making their satisfaction not just an advantage but a necessity. Customer satisfaction is at the heart of successful business strategies and…

Customer service is no longer just about responding to customer inquiries. Various factors now determine whether support is good or poor. Companies can no longer afford to delay…

Artificial Intelligence (AI) is already being utilized across various areas of life and is found in many business sectors, including customer service. While AI-powered tools help…

Building a knowledge base is a crucial step for companies aiming to optimize their internal processes and improve access to information. A well-organized knowledge base can not…

It’s no secret that reaching customers via different channels is an advantage. However, companies face the challenge of finding the right approach to cross-channel customer service…

In today’s digital world, language models have become an essential component of technology. But what exactly does the term “language model” mean? This article provides a…

In today’s digital world, language models have become an essential component of technology. But what exactly does the term “language model” mean? This article provides a…

Speed and personalized communication are critical success factors, and automated customer communication is becoming increasingly indispensable for businesses. Customers expect…

In the modern business world, efficiency and precision are crucial. Companies continuously seek ways to optimize their processes and reduce costs. This is where Robotic Process…

The idea that machines can not only understand human language but also replicate it almost perfectly has become a reality. Large Language Models (LLMs) are powerful AI systems…

In today’s digital era, the way businesses communicate with their customers has changed dramatically. Digital customer service has become an essential component of every successful…

In today’s digital world, where customer service is increasingly automated, the chat-human handoff plays a crucial role. This technology allows companies to offer the perfect mix…

In today’s fast-paced corporate world, the term “Employee Experience” (EX) has gained significant traction. Much like customer experience focuses on how customers perceive their…

In today’s digital world, NLP chatbots have become an indispensable tool. But what exactly does NLP mean, and why is it so crucial for the development of modern chatbots? Natural…

In today’s competitive business world, customer centricity is more than just a buzzword. It is a crucial strategy that can make the difference between success and failure…

In today’s highly competitive business world, effective customer relationship management (CRM) is crucial to a company’s success. It is a strategic approach that aims to focus on…

Black Friday 2025: 4× the traffic, the same service crew, 8% more conversion. The lever wasn’t a new ad campaign — it was an AI dialogue that handled 73% of all pre-checkout…

The Customer Lifetime Value (CLV) is a crucial metric that measures the total revenue potential a company can expect from a customer over the entire duration of their relationship…

FAQ automation, also known as Frequently Asked Questions automation, is a growing field in customer service and artificial intelligence. By automating FAQs, companies can improve…

Machine learning (ML) has evolved from a niche research topic into the core technology behind the world’s most important digital products. With the rise of Large Language Models…

Natural Language Processing (NLP) is a revolutionary field of computer science and artificial intelligence that enables interaction between computers and human language. Through…

Customer loyalty is a crucial factor for the long-term success of a company. By encouraging repeat purchases and converting walk-in customers into loyal repeat customers, companies…

Live chat software is one of the most powerful tools in modern customer service. It enables businesses to communicate with customers in real time, answer inquiries instantly, and…

In today’s highly competitive business world, customer experience (CX) has become a key differentiator. CX encompasses all interactions a customer has with a company during their…

Generative AI chatbots have revolutionized various industries by automating tasks such as creating suggestions, researching topics, writing snippets of code and composing emails…

Artificial intelligence - definition Artificial intelligence (AI) is a technology that enables machines to simulate human intelligence. This includes learning, problem solving and…

What is customer self service? Self service is a concept in which customers independently use certain services or products without having to rely on the help of staff. This…

Conversational design is an emerging field in the digital environment that aims to make technology more human-like and intuitive. In this article, we will deal with the basics of…

According to this year’s customer service study by Capterra, almost 40% of customers of various companies wait more than 5 minutes to be connected to a service employee. The…

Communication in an online company is crucial for the success and efficiency of the company. By using different communication channels and strategies, employees and teams can work…

Customer service definition The term ‘customer service’ refers to the entirety of all services and measures that a company offers in order to process customer inquiries, requests…

Customer service is dynamic and constantly evolving. New technologies are constantly emerging, with efficiency and customer experience being the top priorities. As a result…

Customer Journey definition Customer Journey refers to the overall path a customer takes from the moment they become aware of a product or service, through the process of…

Chatbots are a key success factor in modern customer service because they save costs, respond in seconds, and are available around the clock. But which chatbot provider is truly…

Definition Chatbot A chatbot is a dialogue system (software) designed to simulate human conversations (via text or voice). Its main task is to automatically respond to queries and…

Who is Pool Chlor Shop? As a distributor of water care products, pool chemicals and pool accessories, Pool Chlor Shop has a high volume of inquiries, especially during the summer…

Small History of AI Artificial Intelligence is around us every day. There are voice assistants, automated services, and it’s even used in the medical field. Still every new…

A few weeks ago, we published an article about ChatGPT in which we talked about the platform in general and asked ourselves what challenges still need to be solved in order to be…

The e-mail customer service channel has been an established part of most companies since the 1990s and is still one of the most popular support channels today. Contact via e-mail…

Introduction - What is ChatGPT? ChatGPT is the talk of the town - and for good reason: the new chatbot model is particularly good at talking to people. The big leap from previous…

With increasing digitization, the expectations of customers also grow. Especially in customer service, you should keep up with the times and not ignore modernization, because for…

A company can only offer its customers the best customer service if the internal product and service knowledge is organised in such a way that employees can access it quickly. In…

Successful business models are often based on the ability to build customer relationships and maintain them in the long term. Customer centricity is an important topic, because it…

Elektro Wandelt puts their customers first at all times. The company aims to provide friendly, solution-oriented and, above all, expert advice. It thereby relies on a mix of…

Chatbot Wiki – What is a chatbot? A chatbot is a text-based dialogue system with which users can get in touch with companies. In doing so, the system draws on a pre-built knowledge…

Mister Spex is Europe’s largest online optician and, thanks to its omnichannel sales concept, is considered a pioneer of online marketing in the industry. At our rooftop event 202…

For four years now, we have invited our customers and partners to our annual OMQ Rooftop Event to discuss current customer service trends and the future of support. Once again, our…

How do you reduce bad reviews and how do you generate good reviews? Watch the video of the Mastercall here: The second masterclass that we published together with OMR revolves…

As a supplier of high quality kitchen appliances with a wide range of products, KKT KOLBE has an active exchange between the company and its customers. In addition to daily…

This year we have held our annual OMQ Rooftop Event for the fourth time to discuss current customer service trends and the future of support with customer service experts, as well…

Why is de-escalation important for Customers’ Satisfaction? ​ Angry or frustrated customers turn to a tirade of mean treatment and unreasonable behavior against customer service…

Christmas time. Originally merry and tranquil, it has turned into pure stress for me in the last year, since I became service manager. This is probably due to the growing online…

Overflowing email inboxes, long response times, overwhelmed support teams — this is the everyday reality for many companies in customer service. Customers today expect instant…

Unbelievable, thinking back to how we were told about AI in the beginning. Our bosses raved about it, and told us what an enrichment it would be for us. They said that the AI would…

In addition to our integration into Shopware 5, we also offer integration into Shopware 6 for our products OMQ Contact and OMQ Help. In this tutorial we will show you how to…

In addition to a simple integration into Shopware 5, we also offer integrations into Shopware 6 for our products OMQ Contact and OMQ Help. In this tutorial we will show you how to…

Higher customer service performance, but less effort – is that possible? Of course! Various technologies such as Artificial Intelligence and chatbots help to improve customer…

The things we talked about in our masterclass were also a topic of discussion at our Rooftop Event. Our CEOs Matthias Meisdrock and Sven Engelmann held a panel discussion with…

At this year’s Rooftop Event, we were able to speak with Mark Buschor from ETH Zürich via online video conference. ETH Zürich has been one of our clients for some time, and in the…

Nowadays, it’s not enough to just chat with customers via live chat in sync. Customers want to be cared for around the clock – and ideally every day of the year. Userlike’s Unified…

This year, we were able to meet over 100 executives from customer service, E-Commerce, marketing and many other industries at our Rooftop Event and shared information about current…

On a warm spring day, a large crowd had gathered around Mr. Meyer’s store. This meant that its new advertisement must have been a full success, and it was finally paying off. With…

Together with Freshdesk and the integration of OMQ Assist, you can significantly increase the productivity of your service agents. As an app, OMQ Assist automatically integrates to…

A year has passed since our last OMQ Rooftop Event and a lot has happened since then. We would like to thank one more time our guests from last year for the wonderful evening…

In January, at our AI for Business Meetup in Berlin, our colleague Dr. Tae-Gil Noh from the OMQ development team took the opportunity to give a presentation about transformer…

“Good customer service is marketing.” - that is the subtitle of our masterclass at OMR. The master class our CEO Matthias Meisdrock made, was all about customer service. And of…

This year at the rooftop event, we looked at the future of customer service automation. We are clearly focusing on the further development of our OMQ chatbot, our Automator and the…

We were really happy to receive the invitation from Sophie Hundertmark to talk about chatbots. Our CEO Sven Engelmann gladly accepted the invitation to be a digital guest on the…

Implementing an AI can often be a lengthy mammoth project. In this article we show what this is and how to avoid these problems. “I think we can end our meeting now.” said the…

Alexander Löser, professor at the Beuth Hochschule für Technik Berlin, has been a public officer for 25 years. He therefore represents universities, industries and the “Learning…

In the previous years, we set our focus on system updates in order to continuously improve our products. Throughout that time, we have extended our creative team as well and have…

OMQ offers AI-based software for customer service and user support, that can be implemented for businesses, educational institutions and authorities, among others. The requests are…

The situation in which the world is in right now, is unparalleled. COVID-19 has a firm grip on us and limits our lives considerably. With the ban on meetings, closings of shops…

One year ago, we sent invitations to our OMQ Rooftop Event for the first time and were thrilled with the positive feedback we received. Consequently, we are of course all the more…

We know that you’re not supposed to look back. But as this year’s Rooftop Event is getting closer and closer and we can’t wait for it, we looked into our archive and would like to…

The world has been changing rapidly for a few years now, therefore making it quite hard to keep up - especially when it comes to technical fields. However, it is extremely…

Help pages are frequently used ever since the uprise of the internet. Everyone has been to at least one help page in their life; maybe to ask about shipping or returns and refunds…