Today’s service teams have high expectations. They must provide fast, personalized, and high-quality support. This support often needs to be across many channels, in different languages, and under pressure.
Even the most dedicated employees find it hard to keep up. They feel overwhelmed by repetitive tasks, slow ticket triage, and time-consuming research.
To ease this burden and provide noticeably better service, teams need new solutions. Artificial Intelligence (AI) applications accelerate responses, streamline workflows, and increase productivity. OTRS’ AI features automate repetitive tasks and enable fast, high-quality, and transparent ticket handling.
Why AI Is a Key Driver of Efficiency
AI features and applications automate tasks and increase efficiency, allowing companies to accomplish more with fewer employee resources. Every agent should have an AI assistant. This helps speed up ticket processing and gives accurate answers. It also frees teams from boring routine tasks.
In short: When agents work smarter, not harder, they get better results with less effort. This leads to more satisfaction overall.
This reduces pressure and improves customer relationships.
It supports key performance indicators (KPIs). It aims to maximize the return on investment (ROI) for AI solutions. It also focuses on improving important business metrics. These include Customer Retention Rate (CRR) and Net Promoter Score (NPS).
Additionally, it looks at employee satisfaction and productivity.AI-powered systems keep improving over time. They build on the base model and become more valuable with each interaction.
AI-enhanced systems significantly outperform traditional software, particularly in terms of efficiency and service quality.
AI Features in OTRS
As a ticketing system, OTRS doesn’t just provide AI tools—it gives users the power to work more efficiently.
AI applications are only as good as the time savings, quality improvements, and service enhancements they generate.
Here’s an overview of the AI services available in OTRS:
Ticket Classification and Service Description
This AI feature automatically analyzes and categorizes tickets. Not only does this save time, but it also ensures standardized, accurate ticket assignment. It can also trigger automated workflows such as escalation management.
This feature uses automated service descriptions. It creates consistent and meaningful summaries in seconds. These summaries include keywords and common request types. This significantly reduces manual documentation and forms the foundation for further AI use.
AI-Powered Response Generation
This service generates context-aware responses based on knowledge base entries. Agents review the natural language reply and send them directly. This greatly speeds up response times and helps solve problems better.
It also makes sure that answers are clear, helpful, and correct. This removes the need for long manual responses and searching through knowledge bases.
Sentiment Analysis
By using a large language model, OTRS AI features identify the emotional tone of incoming messages. They system determines how urgent or emotionally charged a request may be. Agents deal with cases differently based on a customer’s mood.
Sentiment analysis provides a quick overview and helps agents craft thoughtful, empathetic replies.
Real-Time Translation
This feature breaks down language barriers by instantly translating both incoming and outgoing messages. It enables seamless multilingual communication, allowing everyone to converse in their native language. This saves time for agents and enhances the customer experience.
Unified Knowledge Access
Responses need to be fast, accurate, and based on the latest information. This service integrates with both internal and external sources to ensure responses are current and consistent.
Accessing AI Services
AI features in OTRS are provided through credit packages that are tailored to specific needs. The features are microservices in OTRS. They are easy to set up and grow with your support operations. This also helps improve agent performance.
Pricing is simple and scalable: each AI action—such as ticket classification—costs one credit.
Ideal Use Cases for AI in OTRS
AI in a software solution like OTRS is useful in a wide range of scenarios. It’s especially beneficial when the goal is to save time, enhance the user experience, or increase precision. In these cases, automation, pattern recognition, and language processing pay off significantly.
Here are some ideal scenarios:
- High ticket volumes: Service teams benefit from automation and easier scalability.
- Multilingual environments: AI supports the setup of international, multilingual customer support.
- Onboarding and productivity: AI shortens ramp-up time and boosts employee efficiency.
- Improving customer experience: AI provides tools to better understand and serve unhappy customers.
- Cost reduction: For cost-conscious businesses, AI helps reduce cost per ticket.
Benefits of Using AI
Using a dedicated ticketing system is already a big step forward for many organizations. Adding focused AI functionality takes productivity to the next level and helps evolve service management even further.
Here are five key benefits:
#1: Faster Resolutions
A key strength of generative AI is speeding up processes and reducing routine workloads. In ticketing systems, this means automatic ticket classification, priority assignment, forwarding, and response generation.
All of this speeds up the process, enabling quicker—and often better—resolutions. It eases the agents’ workload and, more importantly, increases customer satisfaction.
#2: Streamlined Workflows
One of the biggest challenges at work is the overload of routine tasks. These tasks prevent employees from focusing on strategic or creative work. AI frees them from these constraints, allowing for more value-driven tasks.
Sometimes, workflow management is less about perfecting processes and more about enabling employees to follow them without disruption.
#3: Improved Accuracy
The real power of AI lies in combining human and machine strengths. For example, as an agent builds a relationship with a customer, AI gives helpful case information. This information comes from internal or external sources in real time.
Agents can then filter what’s useful for the specific case—resulting in highly relevant, well-structured answers. Enhanced responses with rich detail are received by customers.
#4: Better Relationship Management
Empathy is a human strength. However, AI is very good at analyzing large amounts of data. This includes finding sentiment in text.
Sentiment analysis helps agents detect emotions quickly and prioritize tickets that may indicate frustration or urgency.
AI also supports personalization. It recommends actions based on historical data and understands each customer’s specific preferences and expectations. Summary generation helps employees quickly gain an overview—something that would otherwise require significant time and effort.
#5: Multilingual Support
Language barriers are one of the biggest obstacles to fully understanding issues and crafting appropriate solutions. Even when people share a language, fluency may not be enough to communicate complex details effectively.
Integrated translation eliminates this barrier. It enables multilingual support, regardless of the customer’s original language. Agents view requests in their chosen language. The system automatically translates their replies into the ticket’s original language.
Conclusion: Smart AI Usage Drives Business Forward
AI models are a game changer in ticketing systems—helping save time, improve visibility, and deliver more personalized service. When used effectively, customers clearly feel the benefits of AI.
A core rule of process automation is to first optimize workflows, then automate them. Similarly, AI should be implemented gradually in areas where it delivers high value.
OTRS’ AI credits provide a clear and flexible way to use AI features. This makes it easy to meet increasing support needs.
