Case Study: ETH Zurich improves student and staff support with OMQ AI knowledge management

ETH Zurich A customer service software makes studying easier

ETH Zurich, a leading international university, sought to optimize its internal support processes and enable its departments to access information more quickly. To address this challenge, they partnered with vendor OMQ to implement an intelligent knowledge database using OMQ Assist and OMQ Contact.

The OMQ solution, which included an on-site installation and an OTRS ticket system plug-in, automated the processing of inquiries from students and employees. By evaluating text inputs in real-time, the system speeds up support ticket resolution and provides immediate solutions. Since its implementation in 2013, OMQ's technology has successfully optimized the university's internal processes with consistent quality.

ETH Zurich

Mark Buschor

ID Service Delivery Manager