83% of all emails answered automatically
myphotobook saves 408,000€ per year with OMQ Reply — fully automatically, seamlessly integrated into Zammad.
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How ETH Zurich automatically resolves thousands of IT requests
ETH Zurich automates its entire IT support with OMQ — across all channels. Students and employees receive immediate answers, the service team is permanently relieved.
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Thousands of IT requests resolved automatically — since 2013
ETH Zurich is one of Europe's leading technical universities. Since 2013, the university has relied on OMQ — to automate recurring inquiries from students and employees across all channels and permanently relieve the IT service desk.
OverviewETH Zürich
Industry: EducationStudents: 20,000+Employees: 10,000+Customer since: 2013Region: SwitzerlandProducts: AI Chatbot, AI Email Bot, Intelligent Help Page, Smart Contact Form, Ticket System Assistant
Results that convince
26,000
requests resolved automatically per year
since 2013
OMQ customer
9,000+
self-service clicks — requests that were never even submitted
“Since we integrated the OMQ system, thousands of requests are being resolved automatically.”
Mark Buschor
Head of Service Desk, ETH Zurich
The challenge
Over 20,000 students and 10,000 employees ask the IT service desk the same questions every day — about login credentials, software access, enrolment and exam dates. The inquiries repeat themselves, come around the clock and cannot be scaled with a purely manual team. The expectation is clear: immediate answers — always and everywhere.
One knowledge base for all channels
ETH Zurich uses OMQ across all channels simultaneously — in chat, on the help page, in the contact form, by email and in the ticket system. A single central knowledge base supplies all touchpoints at the same time. When information is updated, it is immediately available everywhere — without manual effort, without delay. Students find answers themselves before they even need to submit a request.
One knowledge base for all channels
26,000 requests resolved automatically
The AI email bot answers incoming emails automatically — precisely, consistently and without waiting. This noticeably relieves the team, especially during peak periods such as the start of semester or exam periods. In total, OMQ automatically resolves 26,000 requests across all channels — plus 9,000+ self-service clicks. Requests that were never even submitted because students found the answer immediately.
Read the full ETH Zurich story here
26,000 requests resolved automatically
“With the OMQ email bot, we were able to massively improve our response times. The AI supports us very reliably on all topics. This saves us valuable time and costs.”
Mark Buschor
Head of Service Desk, ETH Zurich
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Up to 80% fewer service requests
KKT Kolbe drastically reduces inquiries and complaints — with AI-powered automation from OMQ.
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„We use OMQ on our help and contact page and can thus answer most of our customer requests directly.“ ⭐⭐⭐⭐⭐
Meike Schönwandt Senior Manager Voice of Customer at Tchibo
“The technical integration was very easy and fast.” 🚀
Bianca Gaede Head of Customer Service at myphotobook GmbH
„Since we started using OMQ, the number of phone inquiries and emails on many daily topics has decreased.” 😊
Andreas Lindemann Deputy Head of Online Service-Center at alltours
In peak periods, there has been an 80% drop in service requests.” 👍
Thomas Raab Editor for content creation/technical documentation & video creation at KKT KOLBE
OMQ is a great system for us, with which we can evaluate customer behavior very well at any time.” 😎
Rose Schenk Head of Service Excellence at Mister Spex
