Insiders has released a new version of its omnichannel solution for workflow and response management, enabling the use of large language models (LLMs) for AI-based request processing for the first time.
Insiders, a leading technology provider of software for Intelligent Automation (IA), has released version 2.5 of its omnichannel solution for efficient workflow and response management, Flow. Flow is part of the OmnIA platform and helps companies process incoming inquiries in a structured manner via email, chat, WhatsApp, and other channels. With this new release, Flow integrates the use of large language models (LLMs) to boost performance, thereby evolving into a tool that effectively reduces the workload on teams through increased automation and further optimizes response management processes.
AI supports daily communication
Flow 2.5 offers, for the first time, phrasing suggestions based on LLM, which help employees create high-quality responses and significantly reduce processing times. In doing so, the solution also takes into account previous communication with the customer as well as different customer segments—such as Premium or Gold status—when determining the tone and content of the response. In addition, the solution automatically summarizes even complex case histories, for example, when processing an insurance claim. This helps claims adjusters maintain a clear overview and respond more quickly and consistently.
“With Flow 2.5, we’re bringing LLM features for the first time to where they provide real added value in everyday work: directly into employees’ case management,” says Felix Burkhard, Senior Sales Manager at Insiders. “Many of our customers face high communication pressures. The new features help them respond more quickly while maintaining a consistently high quality of responses.”
Integrated Analytics with Act
Another new feature in version 2.5 is the tight integration with Insiders’ Act analytics and reporting component. This provides companies with ready-to-use analyses of customer communication sources, case categories, or the volume of inquiries over time. Act presents the results in graphical format and enables customer-specific dashboards. Qualitative metrics, such as change rates for LLM-generated response suggestions, are also displayed. The new LLMcapabilities and analysis tools are thus directly integrated, thereby improving both productivity and transparency in the processing.
Extensive Further Development of the Platform
In addition, Flow 2.5 includes many detailed improvements. These include updated third-party components, new security and administration options, and optimizations for day-to-day work. Attachments can now also be customized for individual customers in automated replies, and the inbox clearly displays all recipients of an email.
The Template Manager for reply templates can be used locally and operates independently of the Flow system—an advantage for teams that want to manage templates decentrally. The proven capabilities for automating and verifying incoming data remain an integral part of the system.
Flow 2.5 is available now and can be obtained through Insiders or authorized partners. Interested parties can learn about the new features during a demo session.
