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 import specific parts of your website into the knowledge base at the push of a button. Another highlight is the new reporting feature, which provides you with numerous KPIs at a glance and enables you to react immediately to changes in customer behavior. With the new versioning of entries, you can view the complete editing history and undo changes.

In this article, we show you how these new highlights work.

New Website Import (Beta Version)

Import Specific Parts of the Website into the Knowledge Base with One Click

Using the import button, specific parts of websites (HTML-based websites) can now be uploaded directly into the knowledge base. To do this, enter the URL into the “Import Website” input field. With one click, the website is searched and analyzed.

From the information on the website, appropriate questions with corresponding answers are created. These are then automatically imported into the knowledge base.

A major advantage is that you have full control over all entries. All imported entries can (just like the entries you create yourself) be manually edited and adjusted, set to draft (or deleted). Only what you specify will be displayed.

Advantages of the New Website Import

The new website import saves you an enormous amount of time and effort. You can start automating your customer service even faster and always have full control. With the website import, you can easily build up your service knowledge in the knowledge database.

Comprehensive Reporting

Across All Integrations and for Each Integration Individually

With the new and comprehensive reporting, the performance of your customer service is analyzed. This way, you can also show internally within the company how well and efficiently you automate your customer service with OMQ.

Important KPIs at a Glance:

• Answered Inquiries: This shows the total number of questions automatically answered by the system.
• Hours Saved: Indicates how many working hours could be saved through the use of the system.
• FTEs Saved (Full-Time Equivalent): Based on the number of hours saved, this estimates how many full-time employees could be saved.
• Expenses Saved: Shows the total costs that could be saved through the use of the system.

The following assumptions apply for the calculation:

• The cost for answering a ticket amounts to €5.00 per ticket.*
• The annual cost per agent is €45,000 (including wage costs as well as ancillary wage costs, costs for buildings, hardware, software, training, team leadership, HR, etc.).
• It is assumed that an employee works 230 days per year.
• A solved query in the FAQ section does not automatically mean that a ticket would be created for it. Here we conservatively assume that a ticket would only have been created for every 5 queries.

*This value comes from a Gartner study, in which the average cost for answering a ticket ranges from €5 to €20.

In addition, the following metrics are also calculated: Solution Rate, Top 5 Questions, Top 5 Categories, Languages, Channels, and Feedback.

Detailed Insights

Under the “Questions” tab, you get a detailed view and listing of the solved questions, including each session.

In the other tabs, you get an overview of:

• Overview of categories (and the questions solved within them)
• Unanswered questions (with the corresponding conversations)
• Evaluation of feedback (sorted by relevance)

By clicking on the question, the list of sessions with the respective conversations opens.

You can view the individual conversations and gain insight into what input the customers made (on the help page, in the contact form, or in the chat) and which response was displayed (with date and duration of each session).

You also have the option to report problems to the OMQ support team. Here you can directly describe what the problem/current behavior is and what the expected behavior would be. Our support team will then take care of the problem report as quickly as possible.

Advantages with the New Reporting

The new reporting helps to further increase efficiency through continuous improvements, better understand customer behavior, respond to feedback, and optimally meet customer needs.

We are happy to present the new reporting to you in a short call. Simply arrange a non-binding appointment with Frank.

Versioning of Entries

Easy Editing and Insight into the Version History of Entries

Another highlight is the new version history of entries. By clicking the “Versions” button (clock icon), you can now view the entire editing history of entries. This allows you to undo changes and restore previous versions.

A new version is created when an entry is edited and elements are changed, added, or deleted, and this change is saved. You can switch to any created version via the version history.

Each version can then be selected by clicking on “Version” (e.g., Version 3). The selected version is displayed on the right side. Changes in the entry are indicated by the orange bar on the left margin. By clicking on the “Restore” button, this version is restored, and changes made after this version are thus undone.

Advantages of Versioning

This feature is especially helpful when multiple people are working in the knowledge base. It ensures better traceability and easy documentation.

Other New Changes

OMQ Help

• The CORS headers of the OMQ Help JavaScript interfaces have been expanded.
• Conditional responses were sometimes displayed incorrectly in OMQ Help when defined as mandatory fields. This issue has been fixed.
• A print function has been implemented.
• The display of OMQ Help in mobile views was faulty in some cases. This issue has been resolved.
• Fixed an issue where the print icon was not displayed when directly accessing a question.
• The category can now be selected and deselected in the OMQ Help integration.
• Non-existent sessions are now ignored.
• Unauthorized categories are now specially marked in the administration.
• It can now be set that responses open inline in the mobile view.
• The rating algorithm for OMQ Help has been improved.

OMQ Contact

• Conditional responses were sometimes displayed incorrectly in OMQ Contact when defined as mandatory fields. This issue has been fixed.
• A print function has been implemented.
• Fixed an issue where the print icon was not displayed when directly accessing a question.
• Non-existent sessions are now ignored.
• Incorrect CORS headers have been repaired for OMQ Contact.
• The rating algorithm for OMQ Contact has been improved.

OMQ Chatbot

• Redirecting to URLs has been fixed. URL parameters can now also be used.
• Conditions are now automatically executed in the LLM Bot in clear cases.
• The word “customer service” is now evaluated as a redirect intention.
• Non-existent sessions are now ignored.
• The delay of speech bubbles can now be adjusted.
• In the past, there could be issues if a question was deleted while a customer was viewing it. This problem has been fixed.
• Another chatbot interface has been integrated.
• An unused default message for the chatbot has been removed.

OMQ Assist

• Fixed an issue where OMQ Assist settings could not be changed in some cases.
• Non-existent sessions are now ignored.

OMQ Reply

• There are now more configuration options for OMQ Reply.
• A test view is now available for Reply.
• The old and new OMQ Reply integrations have been merged.
• Sending responses in OMQ Reply was faulty in the email integration due to content issues. This problem has been fixed.
• Another OMQ Reply interface has been integrated.

OMQ Automator

• Empty automators have been removed from the database.
• Mandatory fields are now highlighted with an asterisk in both OMQ Help and OMQ Contact.
• Fixed automators that had an incorrect send button.

OMQ Engine

• In some cases, conversations with customers from the tourism industry could result in hallucinations. This issue has been resolved.
• The model has been updated to a higher version. This has fixed various hallucinations.
• Inputs that closely match a question in the database are now rated higher.
• Dialogues where outputs were repeated have been optimized.
• Actions to be executed were not correctly processed in the LLM in some cases. This issue has been fixed.
• A pipeline for analyzing HTML pages has been implemented.
• Fixed an issue where hallucinations occurred concerning numerical values.
• A function has been introduced in the engine to execute defined actions when a condition is met.
• The SQL queries for learning content have been optimized.
• The analysis of web pages has been optimized in several steps.

Administration

• A function has been added to the reporting that allows you to report faulty conversations to us.
• Reports now calculate how much time and cost savings you have achieved over a period using OMQ.
• Categories are now also evaluated in the reports.
• The selection of automators is now sorted alphabetically in the interface.
• Fixed a display issue in the category selection for the rights assignment of integrations.
• A user interface for website import has been developed.
• Conversations from chat, search, contact form, tickets, and emails are now displayed in the report interface.
• The backend for administration has been completely revised.
• All database queries have been redeveloped.
• The interfaces for reports have been redeveloped.
• Importing websites has been implemented for the backend.
• Various corrections have been made to version management.
• Several typos in the interface have been fixed.
• Individual documents have been repaired in the database.
• Versions are now only displayed if at least one older version exists.
• The display in the menu of categories and entries has been optimized.
• Long category names are now shortened in the administration.
• The reports have been revised in several steps.
• A view for importing websites has been implemented.

General

• Fixed an issue where special characters could not be saved in the translation glossary.
• Maintenance work has been carried out on the development server.
• The database version has been updated on the production server.
• The index servers have been updated.
• Unused data on the database server has been removed.
• Memory management on the database server has been optimized.
• Some JSON data was incorrectly output in the API.
• Server resources have been optimized.
• Exporting and importing customer data has been optimized.
• Server load has been optimized.