From automation to hyperautomation

With the combination of OMNITRACKER automation and artificial intelligence, hyperautomation of OMNITRACKER processes is enabled! Hyperautomation encompasses the combination of all advanced technologies for automating business processes. Artificial intelligence (AI) plays a crucial role here, as it opens up a great deal of additional potentials by either accelerating or fully automating work steps. This integration of AI into process automation enables workflows to be designed even more efficiently and intelligently, allowing companies to significantly increase their productivity.

Features

All use cases lead to an increase in the efficiency of your entire service organization

• Classify tickets (e.g. type, category …)
• Recognize and link similar tickets
• Identify and generate ticket tasks
• Phrase solution description
• Extract information (text, images & documents)
• Summarize requests
• Find solutions
• Document ticket

Intelligent processes: AI solution successfully integrated into OMNITRACKER

Our AI solution can be fully integrated into all your individual OMNITRACKER applications and processes. This enables seamless AI support that can be used for all relevant OMNITRACKER workflows. Via this integration, users benefit from far-reaching automation of workflows that optimize the entire business process system and make it more efficient. Whether it is the processing of service requests, incident management or other individual business processes—the AI functionalities are available everywhere and help to increase the productivity and effectiveness of processes.

Usability of AI in service management

Modern AI systems based on neural networks and “large language models” offer decisive advantages in this context. Language comprehension and automatic document and image processing are core competencies of these technologies. AI can analyze complex text documents, extract relevant information and make precise assignments for process automation. It can also automatically process visual content such as screenshots and gain helpful insights out of them. Furthermore, the use of generative AI (“GenAI”) offers new, diverse application scenarios and problem solutions based on large language models (“LLMs”). In service management processes, task descriptions, solution descriptions, documentation of knowledge articles and fully formulated customer communications can also be generated automatically in order to use time and valuable resources for the essentials: providing a solution for all customer inquiries as quickly as possible. Targeted use of AI in service organizations therefore enables them to respond to requests more quickly and accurately, document solutions more efficiently and ultimately increase customer and employee satisfaction through optimized service processes.