How to Implement an AI Chatbot: 8-Step Guide for Service Managers (2026)

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…

Yasmin Altmann

May 13, 2026 · 17 min read

A leading neobroker shuts down its chatbot: What companies must learn about AI in customer service

As publicly reported recently, a leading European neobroker (Trade Republic) is investing a double-digit million sum into its customer service. More than 1,000 service agents, 24/…

Matthias Meisdrock

May 06, 2026 · 9 min read

AI Email Agent: Resolve up to 80% of service emails autonomously

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…

Yasmin Altmann

April 28, 2026 · 7 min read

AI Workflows: How Workflow Automation Transforms Customer Service in 2026

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

Yasmin Altmann

April 23, 2026 · 10 min read

Implementing AI in Customer Service: 6 Steps to a Successful Start

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…

Yasmin Altmann

April 15, 2026 · 12 min read

Net Promoter Score (NPS): 7 Strategies to Boost Your NPS with AI and Chatbots

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…

Yasmin Altmann

April 02, 2026 · 12 min read

AI Agent vs. Chatbot: What Does Your Customer Service Really Need?

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…

Yasmin Altmann

April 01, 2026 · 8 min read

How to Increase Your Ticket Deflection Rate: 7 Tips to Increase Email Automation by 80%

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…

Yasmin Altmann

March 31, 2026 · 12 min read

AI Chatbot: Definition, How It Works & Benefits in Customer Service

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…

Yasmin Altmann

March 26, 2026 · 9 min read

Customer Service Trends 2026: The Most Important Developments for Businesses

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

Yasmin Altmann

March 24, 2026 · 9 min read

Chatbot KPIs: The 10 Most Important Metrics for 2026 (with Benchmarks)

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…

Yasmin Altmann

March 23, 2026 · 12 min read

GDPR-Compliant AI Responses in Customer Service

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…

Yasmin Altmann

March 19, 2026 · 5 min read

OMQ vs moinAI (2026): AI Chatbot Comparison for Customer Service Teams

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…

Yasmin Altmann

March 18, 2026 · 10 min read

Agentic AI & Agentic Workflows: The Next Level of AI Autonomy

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…

Yasmin Altmann

February 23, 2026 · 2 min read

Digital Assistants: Opportunities, Examples & Future 2026

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…

Yasmin Altmann

February 05, 2026 · 6 min read

Explainable AI (XAI) Explained: Making Artificial Intelligence Transparent

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…

Yasmin Altmann

February 03, 2026 · 6 min read

Finding the best chatbot software for customer service

More and more companies are using chatbot software to automate their customer service. But which solution is the right one? To help you make an informed decision, we’ve compiled…

Caroline Schnettler

October 02, 2025 · 13 min read

OMQ Update | Version Santiago de Chile 10.4 – File and website synchronisation as new sources of knowledge

We have released product version Santiago de Chile 10.4. With this update, we are introducing two new knowledge sources: files and website synchronisation. This will allow you to…

Matthias Meisdrock

August 04, 2025 · 15 min read

First Level Support: What are the tasks and how much do you earn?

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…

Yasmin Altmann

July 10, 2025 · 8 min read

What are AI Agents? A comprehensive overview

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…

Yasmin Altmann

July 03, 2025 · 7 min read

Sustainability: 7 Key Points We Implement as an AI Company

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…

Yasmin Altmann

February 19, 2025 · 6 min read

The EU AI Act: What Do I Need to Consider?

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…

Yasmin Altmann

February 10, 2025 · 7 min read

What Are Rule-Based Chatbots?

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

Yasmin Altmann

February 07, 2025 · 2 min read

8 Myths about AI in Customer Service

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…

Yasmin Altmann

January 29, 2025 · 7 min read

Accessibility with Chatbots: Definition + Implementation

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…

Yasmin Altmann

January 22, 2025 · 7 min read

WhatsApp Chatbot: Messengers as Customer Service Channels

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…

Yasmin Altmann

January 20, 2025 · 4 min read

Customer Satisfaction: Definition + Meaning

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…

Yasmin Altmann

January 17, 2025 · 5 min read

Proactive Customer Service with Chatbots and AI

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…

Yasmin Altmann

January 13, 2025 · 4 min read

Key Aspects of AI Ethics in Customer Service

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…

Yasmin Altmann

January 10, 2025 · 4 min read

Building a Knowledge Base: What to Consider?

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…

Yasmin Altmann

January 07, 2025 · 3 min read

Omnichannel vs. Multichannel

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…

Yasmin Altmann

December 17, 2024 · 4 min read

What are Hybrid Chatbots?

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…

Yasmin Altmann

December 13, 2024 · 2 min read

What is a Language Model?

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…

Yasmin Altmann

December 10, 2024 · 2 min read

Automated customer communication: Efficiency, personalization and competitive advantages at a glance

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

Yasmin Altmann

December 06, 2024 · 4 min read

What is Robotic Process Automation (RPA)?

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…

Yasmin Altmann

December 04, 2024 · 3 min read

What is a Large Language Model?

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…

Yasmin Altmann

November 21, 2024 · 4 min read

Digital Customer Service: The Future of Customer Interaction

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…

Yasmin Altmann

November 15, 2024 · 5 min read

Human Takeover: What is Chat-Human Takeover?

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…

Yasmin Altmann

November 12, 2024 · 4 min read

Improve Employee Experience (EX) with AI

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…

Yasmin Altmann

November 04, 2024 · 3 min read

NLP Chatbot: The Incredible Benefits of Natural Language Processing in Chatbots

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…

Yasmin Altmann

November 01, 2024 · 4 min read

OMQ Update | Version Buenos Aires 10.3 - Website Import, Extensive Reports and Versioning of Entries

We have released the product version Buenos Aires 10.3. With version 10.3 Buenos Aires, we are introducing the beta version of our brand-new website import, which allows you to…

Matthias Meisdrock

October 30, 2024 · 9 min read

Customer Centricity Explained

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…

Yasmin Altmann

October 29, 2024 · 4 min read

Effective Customer Management: 10 Strategies for Successful CRM

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…

Yasmin Altmann

October 25, 2024 · 4 min read

Conversational Commerce 2026: 7 Use Cases for Higher Online Shop Conversion

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…

Yasmin Altmann

October 22, 2024 · 14 min read

Customer Lifetime Value (CLV): An Overview

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…

Yasmin Altmann

October 21, 2024 · 4 min read

CSAT: How to Calculate & Improve Your Customer Satisfaction Score

The Customer Satisfaction Score (CSAT) is one of the most important metrics in customer service – and at the same time one of the easiest to measure. With a single value, it shows…

Yasmin Altmann

October 16, 2024 · 8 min read

FAQ Automation: Automating FAQs with AI Chatbots and AI tools

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…

Yasmin Altmann

October 14, 2024 · 4 min read

Machine Learning in 2026: LLMs, GPT-4 & Real-World Applications in Customer Service

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…

Yasmin Altmann

October 02, 2024 · 12 min read

What is Natural Language Processing? Definition and Application Examples

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

Yasmin Altmann

September 24, 2024 · 4 min read

Customer Loyalty: Definition and Strategies

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…

Yasmin Altmann

September 18, 2024 · 7 min read

Live Chat Software 2026: Definition, Comparison & Best Practices

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…

Yasmin Altmann

September 12, 2024 · 11 min read

Customer Experience (CX): The key to increasing customer loyalty and business success

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…

Yasmin Altmann

September 10, 2024 · 5 min read

What is Generative AI?

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

Yasmin Altmann

September 03, 2024 · 5 min read

Artificial Intelligence (AI) - Definition and Examples

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

Yasmin Altmann

August 29, 2024 · 5 min read

Customer Self Service - Definition and Benefits

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…

Yasmin Altmann

August 28, 2024 · 9 min read

Conversational Design - 10 Important Facts!

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…

Yasmin Altmann

August 23, 2024 · 4 min read

Create a WhatsApp Bot for your Business

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…

Yasmin Altmann

August 21, 2024 · 6 min read

What are communication channels?

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…

Yasmin Altmann

August 13, 2024 · 5 min read

OMQ Update | Version Lima 10.2 - Self Service Automator and GPT improvements

We have released the product version Lima 10.2. With version 10.2 Lima it is now possible to create simple action automators independently. Other highlights include GPT…

Matthias Meisdrock

May 31, 2024 · 10 min read

Customer service - Optimize your customer experience

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…

Yasmin Altmann

April 30, 2024 · 9 min read

Using ChatGPT in customer service

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

Yasmin Altmann

April 12, 2024 · 6 min read

How does customer service improve the customer journey?

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…

Yasmin Altmann

March 14, 2024 · 8 min read

Chatbot provider comparison 2026: An overview of the 10 best solutions

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…

Yasmin Altmann

February 07, 2024 · 20 min read

What is a Chatbot? Definition, Types, and AI Explained (2026)

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…

Yasmin Altmann

November 23, 2023 · 17 min read

OMQ Update | Version São Paulo 10.1 - Automatic Translation and GPT Chatbot

We have released the product version São Paulo 10.0. With version 10.1 São Paulo, it is now possible to translate texts directly in the knowledge base. Other major highlights are…

Matthias Meisdrock

November 14, 2023 · 10 min read

Pool Chlor Shop Answers Seasonal Peaks in Customer Service with OMQ

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…

Yasmin Altmann

August 14, 2023 · 8 min read

What is AI? Development and History of Artificial Intelligence

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…

Yasmin Altmann

June 13, 2023 · 8 min read

GPT-4 Chatbot for Customer Service | The New ChatGPT Beta Chatbot in Test

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…

Yasmin Altmann

March 27, 2023 · 11 min read

OMQ Update | Version Rio de Janeiro 10.0 - New Interface and No-Code Editor

We have released the product version Rio de Janeiro 10.0. In our new version Rio de Janeiro 10.0 we have completely redesigned and optimized the user interface. Not only is our…

Matthias Meisdrock

March 06, 2023 · 18 min read

Tips for Great E-mail Communication in Customer Service

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…

Yasmin Altmann

February 06, 2023 · 7 min read

ChatGPT Chatbot in Customer Service - The Revolution of Customer Communication?

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…

Yasmin Altmann

January 31, 2023 · 9 min read

4 Tools for Optimal Customer Service in Real Time

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…

Yasmin Altmann

November 25, 2022 · 8 min read

Tips for Internal Knowledge Management | Improve Employee Product Knowledge and Optimise Customer Service

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…

Yasmin Altmann

November 08, 2022 · 8 min read

Building Customer Relationships with the Help of Customer Centricity | Expert Opinions

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…

Yasmin Altmann

November 03, 2022 · 11 min read

How to Integrate a Chatbot to Your Customer Service | Live-Chat Automation

Since the introduction of live chat to various platforms, it has become a popular communication channel, not only for social purposes but also when reaching out for support or…

Sophie Rodriguez Flechas

September 05, 2022 · 9 min read

Case Study – Elektro Wandelt Answers Questions 24/7 in Chat and Messenger Apps with the OMQ Chatbot

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…

Yasmin Altmann

August 31, 2022 · 10 min read

Chatbots in Customer Service | Functions, Benefits and Application Options

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…

Yasmin Altmann

August 09, 2022 · 8 min read

E-Commerce Interview | Mister Spex about Automation and Trends in Customer Service

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…

Yasmin Altmann

August 05, 2022 · 8 min read

Customer Service Automation | Automate the 5 Most Important Communication Channels with AI

Every industry looks for ways to improve processes and enhance customer experience while also keeping costs down. By using the right software solutions, companies can increase…

Sophie Rodriguez Flechas

June 01, 2022 · 8 min read

Fast and effective customer communication | Customer Service Keynote 2022

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…

Yasmin Altmann

May 25, 2022 · 10 min read

OMQ and OMR show how you can improve your online customer ratings

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…

Yasmin Altmann

May 17, 2022 · 8 min read

Case Study - How KKT KOLBE Reduces Service Requests and Improves its Complaint Management Process with OMQ

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…

Yasmin Altmann

May 03, 2022 · 8 min read

Review - OMQ Rooftop Event 2022

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…

Yasmin Altmann

April 01, 2022 · 3 min read

7 techniques to de-escalate angry customers

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…

Sophie Rodriguez Flechas

March 29, 2022 · 8 min read

3 Steps to Effectively Reduce Your Ticket Backlog in Customer Service

There are many challenges in customer service overwhelming even companies that have been successful in the market for many years already. Both lack of technology and structures, as…

Caroline Schnettler Sophie Rodriguez Flechas

February 02, 2022 · 9 min read

An (AI)-Christmas Carol

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…

Yasmin Altmann

December 22, 2021 · 8 min read

5 Tips - Improve Your Customer Service

Customer Service is one of the most important departments a company has. Good customer service is in charge of strengthening relationships with customers, who in turn leave…

Sophie Rodriguez Flechas

December 16, 2021 · 6 min read

OMQ Update Version Stockholm 9.6 - Automate Customer Service

We have published the product version Stockholm 9.6. In the new version 9.6 “Stockholm” we automate your processes in customer service by RPA (Robotic Process Automation). The new…

Matthias Meisdrock

November 23, 2021 · 13 min read

Automating E-Mail Customer Service: Best Practices for 2026

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

Yasmin Altmann

November 11, 2021 · 9 min read

Knocked out by AI - Duel in Customer Service

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…

Yasmin Altmann

September 07, 2021 · 7 min read

How to Create a Self-responsive Contact Form in Shopware 6

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…

Yasmin Altmann

September 02, 2021 · 3 min read

3 Tips to Support Service Agents in Homeoffice

Working from home has been gaining popularity since quite some time ago. Our OMQ team has already had remote employees for quite some years now and we are happy to share that it…

Sophie Rodriguez Flechas

August 06, 2021 · 6 min read

Create a dynamic help page with the OMQ Help Integration in Shopware 6

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…

Yasmin Altmann

August 03, 2021 · 3 min read

The OMQ Integrations - Together for a better Customer Service

We know that looking for a solution that fills all your needs can be exhausting, it also requires long hours of comparing and really looking into each option, especially if your…

Sophie Rodriguez Flechas

July 20, 2021 · 7 min read

Fast answers with OMQ Assist and the Dixa customer service software

With Dixa and the integration of OMQ Assist, your service agents will answer customer questions more efficiently. OMQ offers an integral system for customer service that automates…

Anton Schäfer

July 06, 2021 · 5 min read

Keynote ai-zurich | Conversational AI in Action

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

Yasmin Altmann

June 29, 2021 · 10 min read

Panel Discussion - Customer Service is Marketing

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…

Yasmin Altmann

June 21, 2021 · 8 min read

Case Study - Stadtwerke Düren| Modern and Smart Customer Service via Chat

Stadtwerke Düren and the OMQ chatbot In this case study, we show how Stadtwerke Düren uses the OMQ Chatbot to automate its customer service and make it more efficient. Stadtwerke…

Anton Schäfer

June 04, 2021 · 4 min read

Use Case ETH Zurich - Customer Communication Lessons Learned in Times of Crisis

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…

Yasmin Altmann

June 01, 2021 · 6 min read

How to integrate the OMQ Chatbot into Userlike Unified Messaging

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…

Yasmin Altmann

May 19, 2021 · 4 min read

Keynote - Customer Service Trends | OMQ Rooftop Event 2021

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…

Yasmin Altmann

May 04, 2021 · 7 min read

How To Set Up Your Central OMQ Knowledge Base

Our system works like a human body. At its core, it has a heart that supplies the body with important nutrients and oxygen, much like our knowledge base does to the support…

Sophie Rodriguez Flechas

April 28, 2021 · 14 min read

Where have all the customers gone?

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…

Yasmin Altmann Sophie Rodriguez Flechas

April 20, 2021 · 8 min read

With OMQ Assist you answer customer inquiries automatically in Freshdesk

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…

Yasmin Altmann

March 03, 2021 · 6 min read

OMQ Rooftop Event 2021 - Customer service with vision

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…

Yasmin Altmann Sophie Rodriguez Flechas

March 02, 2021 · 2 min read

How Customer Service Has Changed Over The Last 200 Years

Today we would like to celebrate the end of the first year of the new decade. We survived the 2012 prediction of the world ending (remember that?) and we are growing ever stronger…

Sophie Rodriguez Flechas

February 02, 2021 · 5 min read

OMQ Update Version Copenhagen - 9.5

We have published the product version Copenhagen 9.5. In the new version 9.5 “Copenhagen” we have again integrated many new functions. One of the highlights is our new engine…

Matthias Meisdrock

January 26, 2021 · 15 min read

Office Alone - Christmas with AI edition

Holiday season is here and this time, I’m actually looking forward to celebrating it with family. Warm drinks, jolly spirits and some time away from the office makes it special…

Sophie Rodriguez Flechas

December 22, 2020 · 6 min read

Cyber Monday might be the real deal or a deal breaker

First we have Black Friday, and then Cyber Monday. These dates are very important for most B2C companies as they open the holiday season and mark the beginning of Holiday shopping…

Sophie Rodriguez Flechas

November 27, 2020 · 7 min read

Transformers in Action - Applying transformer models to understand customer interactions

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…

Yasmin Altmann

October 20, 2020 · 6 min read

5 KPIs in Customer Service You Can Improve with AI

Customer Service has become an established industry for a few decades now, and as every industry, it must have a way to measure and grade the quality of their services. Some might…

Sophie Rodriguez Flechas

October 13, 2020 · 7 min read

Q stands for Quality

As one of our CEOs, Matthias Meisdrock, put it at the Bosch Podcast: Companies like us do something different and something better, they do better at core functionality. As a…

Sophie Rodriguez Flechas

October 05, 2020 · 6 min read

OMR and OMQ show how you can turn your customer service into a powerful marketing tool

“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…

Yasmin Altmann Sophie Rodriguez Flechas

September 03, 2020 · 10 min read

Agent in the loop - Groundhog day of customer service

I have always liked talking to people and helping them out to find a solution if there is a problem, that is the reason why I decided to join the working force in customer service…

Sophie Rodriguez Flechas

August 20, 2020 · 8 min read

Why Customer Service Is The Best Marketing

One important task for every company is making sure that every department has enough resources to maintain its performance and sometimes even give better results. This is done in…

Sophie Rodriguez Flechas

August 07, 2020 · 5 min read

Customer Service Automation 2020 - OMQ Rooftop Event

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…

Yasmin Altmann

July 30, 2020 · 6 min read

5 Tips to Get Ready for AI - From an AI Company to Your Team

As the years go by, we see how important the role of Artificial Intelligence in customer service really is. The interest is growing and companies are more eager to implement new…

Sophie Rodriguez Flechas

July 20, 2020 · 8 min read

Interview with Userlike - How Do Chat Systems Change the Customer Dialogue?

On the 3rd and 4th of March of this year, we held the OMQ Rooftop Event 2020. For the first evening, we invited our partner Userlike to an interview. Our CEO Sven Engelmann talked…

Anton Schäfer

July 16, 2020 · 6 min read

Chatbot Podcast - 100% Automation in Customer Service

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…

Yasmin Altmann

July 09, 2020 · 9 min read

The chatbot and the gigantic, infinite mammoth project

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…

Yasmin Altmann

June 25, 2020 · 8 min read

OMQ x OMR Digital Masterclass 2020 - Customer Service is Marketing

We are looking forward to participating at the OMR Digital Masterclasses with our own Masterclass on June 18th at 9.00 am. How to use your customer service as a powerful marketing…

Caroline Schnettler

June 09, 2020 · 1 min read

Artificial Intelligence Seizes World Domination in Customer Service

Many people fear that artificial intelligence will get out of hand. With our story, we want to clear up rumours and show why these fears are unfounded. It began as a normal day…

Anton Schäfer

May 20, 2020 · 4 min read

Explainable Machine Understanding and Examples for Clinical Applications - Lecture by Alexander Löser

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…

Yasmin Altmann

May 06, 2020 · 5 min read

We're refurbishing for you!

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…

Yasmin Altmann

April 30, 2020 · 4 min read

An Overview of Our Products

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…

Yasmin Altmann

April 20, 2020 · 5 min read

OMQ Update Version Warsaw - 9.4

We have launched Warsaw 9.4 product version. In this new “Warsaw” 9.4 version, we have focused in the expansion of our integration. You can find about our integrations with the…

Matthias Meisdrock

March 26, 2020 · 7 min read

Our AI Solution Helps with The Delivery of The Correct Information In The Corona Crisis.

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…

Yasmin Altmann

March 24, 2020 · 5 min read

How We Can Support Your Organization or Company in the Corona Crisis

The before unheard-of coronavirus is spreading worldwide and is also unstoppable in Germany. Not only the social life of most people, but also the economy suffers from heavy losses…

Anton Schäfer

March 24, 2020 · 3 min read

Customer Service high in the sky - The OMQ Rooftop Event 2020

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…

Yasmin Altmann

February 18, 2020 · 2 min read

How the OMQ Chatbot Can Save Your Instant Messaging Customer Services

In the OMQ Update Version Lissabon 9.2 we launched the beta version for our OMQ Chatbot. In today’s day and age it is important not only to cater to your customers’ present needs…

Sophie Rodriguez Flechas

February 08, 2020 · 6 min read

Interview with asgoodasnew - "We are clearly above what was promised to us!"

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…

Yasmin Altmann

February 05, 2020 · 10 min read

How to make Customer Service more efficient

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…

Yasmin Altmann

January 16, 2020 · 5 min read

5 New Year's resolutions that will ensure customer satisfaction

A new year has just begun and as we all know, it is a tradition to set new resolutions. Why don’t you use this new year to improve your customer service by setting positive…

Sophie Rodriguez Flechas

January 13, 2020 · 5 min read

Chatbots and AI - How much science fiction is in our everyday life?

Our CEO Sven Engelmann was a guest at WBS Akademie on the 14th of November at the podcast “Springender Punkt”. Helena Stelzer and Lottie Cobler interviewed Sven about artificial…

Sophie Rodriguez Flechas

December 18, 2019 · 11 min read

Never tired of your questions - OMQ Help

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…

Yasmin Altmann

December 05, 2019 · 4 min read

OMQ at AI Monday in Berlin

OMQ had been invited to attend AI Monday in coworking space The Drivery in Berlin-Tempelhof on September 2nd, 2019. Our CEO Matthias Meisdrock and Machine Learning Engineer Dr. Tae…

Lucy Kabelitz

November 04, 2019 · 7 min read

LiveZilla Chatbot - The Integration of the OMQ Chatbot

For many businesses, customer service and support is cumbersome and characterized by the repetitive work of the service staff. More and more businesses are turning to artificial…

Cindy Hoang

October 22, 2019 · 5 min read

OMQ Update Version Oslo - 9.3

We have released the product version Oslo 9.3. In the new version 9.3 “Oslo” we have rethought and revised every aspect of OMQ Help in detail. The application was accelerated, the…

Matthias Meisdrock

October 20, 2019 · 6 min read

Chatbot Userlike - How to integrate the OMQ Chatbot

In the age of social media, messengers and chat systems are becoming more and more popular, and this also applies to customer service. In chats, customers expect quick answers to…

Cindy Hoang

September 05, 2019 · 5 min read

Automated customer service in the insurtech and insurance industries

Digitalization is turning the insurance industry upside down and the new digital insurtechs are revolutionizing the industry with innovative technological solutions. Customer…

Caroline Schnettler

August 02, 2019 · 9 min read

Case Study simplesurance – Interview with Manuel Kester

At our first OMQ event Customer Centricity at Hackescher Markt in Berlin our speaker Manuel Kester (COO, simplesurance GmbH) gave a presentation about the use of OMQ software at…

Caroline Schnettler

July 11, 2019 · 3 min read

OMQ in the Handelsblatt

“These founders are automating customer service via artificial intelligence,” is the title of the article about OMQ in the Handelsblatt newspaper. The article published by…

Matthias Meisdrock

June 19, 2019 · 1 min read

OMQ Update Version Lissabon - 9.2

We have released the product version Lisbon 9.2. In the new version 9.2 “Lisbon” we extend our technological platform and introduce the beta version of our chatbot. At the end…

Matthias Meisdrock

June 14, 2019 · 7 min read

OMQ Assist for ((OTRS)) Community Edition - integration works this easily

Thanks to ticketing systems, we are able to work in customer service in a structured and efficient manner. Service agents can assign customers’ messages and answer them…

Caroline Schnettler

May 28, 2019 · 9 min read

Interview with friendsurance - New business models use OMQ

On the first evening of this year’s OMQ Rooftop Event, we invited Olaf Seliger to an interview. We were very pleased to interview an experienced customer service expert. In the…

Caroline Schnettler

May 20, 2019 · 4 min read

Customer Centricity with AI based customer service – Case Study simplesurance

At our Customer Centricity Workshop in Berlin, guest speaker Manuel Kester, COO of simplesurance GmbH, introduced the InsureTech company and reported on the successful use of OMQ…

Caroline Schnettler

May 20, 2019 · 5 min read

Event AI|4U in München

With more than 30 exciting trend and use cases lectures, the conference for artificial intelligence from 24 - 26 June offers you everything that is currently important in the field…

Nadine Crehl

May 08, 2019 · 2 min read

The new OMQ Assist plug-in for Zendesk

Despite the ticket system and digitalization in customer service, service agents always answer the same customer questions with the same answers. Our solution is called OMQ Assist…

Caroline Schnettler

April 26, 2019 · 10 min read

The new OMQ Assist plug-in for GREYHOUND

In this article, we will present to you our new plug-in OMQ Assist for GREYHOUND. We will show you how to compose an email with text blocks in a few clicks, and send it in the…

Caroline Schnettler

April 24, 2019 · 10 min read

OMQ Update Version Paris - 9.1

We have released product version Paris 9.1 In version 9.1 “Paris” we have introduced a new engine. This has been completely reworked. In addition, we have made a variety of…

Matthias Meisdrock

March 29, 2019 · 6 min read

OMQ Rooftop Event – Customer Service Automation 2019

Following our first article about the OMQ Rooftop Event here’s the article about the presentation given by Matthias Meisdrock, CEO of OMQ GmbH. Inside Berlin’s tallest business…

Caroline Schnettler

March 20, 2019 · 7 min read

Review - The top event in Berlin

We kicked off our first event of the year with the title “Rooftop Event - Customer Service with Vision”, with a holistic view of Berlin. Matching to our holistic OMQ product…

Nadine Crehl

February 26, 2019 · 2 min read

OMQ Rooftop Event - Customer service with Vision

Are you going to be in Berlin on February 19th and 20th to attend the Customer Service Exhibition 2019? Then after the exhibition, come along to the OMQ Rooftop Event. We like to…

Caroline Schnettler

January 31, 2019 · 2 min read

OMQ Workshop Customer Centricity - Best Practice

On November 27th, 2018, OMQ successfully held the first workshop of the series “Customer Centricity” in Berlin. As announced, here is the continuation of our workshop notes. One of…

Caroline Schnettler

January 23, 2019 · 3 min read

How does artificial intelligence work in customer service?

Our clients often ask us how our language technology is able to detect questions that are formulated differently, contain errors, or combine multiple questions in one text. In…

Matthias Meisdrock

January 11, 2019 · 6 min read

OMQ Workshop Customer Centricity - Technical introduction

On 27.11.2018 OMQ successfully held the first workshop of the series “Customer Centricity” in Berlin. The participants there discussed central topics of customer service and the…

Caroline Schnettler

December 12, 2018 · 3 min read

Impressions from Digital Gipfel 2018

For two days, top politicians, economists, and various associations took part in discussions at the Digital Gipfel in Nuremberg. The main topic: Artificial intelligence as one of…

Nadine Crehl

December 05, 2018 · 2 min read

OMQ Update Version Berlin - 9.0

The new product version Berlin - 9.0 was released by OMQ. Two highlights of the current version are presented in more detail. One of the highlight include the product name and the…

Matthias Meisdrock

August 15, 2018 · 4 min read

Press Release BMWi and Sven Engelmann

Sven Engelmann, Managing Director of OMQ GmbH, has been appointed a member of the SME Advisory Board and the Liberal Professions of the 19th legislative period of the Federal…

Nadine Crehl

August 15, 2018 · 1 min read

Friendsurance wins Customer Service ranking

In Germany every household usually has insurances, such as household, liability or supplementary insurances. There a many different insurance offers on the market offering various…

OMQ Team

September 05, 2017 · 2 min read

New Plugin in Zendesk marketplace

Responding faster than everyone else! Relationships are not complicated. With the new OMQ plug-in integration in Zendesk Marketplace you can answer service requests faster than…

OMQ Team

June 29, 2017 · 1 min read

OMQ autoresponder

Every year people are sending over 1.5 billion emails in Germany. Worldwide the number is as high as 205.6 billion (Statista). With rising tendency. Nowadays there are situations…

OMQ Team

March 01, 2017 · 2 min read

technology relax your business

OMQ’s extensive experience in the optimisation of customer service helps primarily e-commerce companies to increase the quality of their service and to meet customer needs. In the…

OMQ Team

October 07, 2016 · 1 min read