Insiders Tech­no­lo­gies releases a new version of its omnich­annel workflow and response manage­ment solution, enabling the use of LLM for AI-based customer request pro­ces­sing.

Insiders Tech­no­lo­gies, a tech­no­logy leader in Intel­li­gent Auto­ma­tion (IA) software, has released version 2.5 of its omnich­annel solution, FLOW, for efficient workflow and response manage­ment. FLOW is part of the OmnIA platform and supports companies in the struc­tured pro­ces­sing of incoming inquiries via email, chat, WhatsApp, and other channels. With the new release, FLOW inte­grates large language models (LLM) to improve per­for­mance. It is thus deve­lo­ping into a tool that effec­tively relieves teams by incre­asing auto­ma­tion and further opti­mi­zing response manage­ment processes.

AI supports daily com­mu­ni­ca­tion

For the first time, FLOW 2.5 offers LLM-based answer sug­ges­tions that support employees in creating high-quality, quality-assured responses and noti­ce­ably shorten pro­ces­sing times. The previous com­mu­ni­ca­tion with the customer and the cus­to­mer’s status (e.g., premium or gold) are also taken into account when addres­sing the customer and when crafting the reply. In addition, the solution auto­ma­ti­cally sum­ma­rizes even complex process histories, for example, when pro­ces­sing a claim. As a result, the person in charge can maintain an overview and respond more quickly and con­sis­t­ently.
„With FLOW 2.5, we are bringing LLM functions to where they create real added value in everyday life for the first time: directly into the process of employees,“ says Felix Burkhard, Senior Sales Manager at Insiders Tech­no­lo­gies. „Many of our customers are under a lot of pressure to com­mu­ni­cate. The new functions help them to react more quickly and at the same time keep the quality of responses con­sis­t­ently high.“

Inte­grated eva­lua­tions with ACT

Another new feature of version 2.5 is the close con­nec­tion to the analysis and reporting component ACT from Insiders Tech­no­lo­gies. This provides companies with imme­dia­tely usable eva­lua­tions on sources of customer com­mu­ni­ca­tion, process cate­go­ries, or the timing of inquiries. ACT provides the results in graphical form and enables customer-specific dash­boards. Qua­li­ta­tive key figures, such as change rates in LLM-generated response proposals, are also displayed. The new LLM capa­bi­li­ties and analysis tools are thus directly inter­linked, improving both pro­duc­ti­vity and trans­pa­rency in pro­ces­sing.

Broad further deve­lo­p­ment of the platform

FLOW 2.5 also 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 used in automatic replies, and all reci­pi­ents of an email are clearly displayed in the inbox.
The Template Manager for response templates can be used locally and can be operated inde­pendently of the FLOW system – an advantage for teams that want to maintain templates decen­trally. The tried-and-tested options for auto­ma­ting and verifying incoming data remain integral to the system.
FLOW 2.5 is available imme­dia­tely and can be obtained from Insiders Tech­no­lo­gies or the sup­porting partners. Inte­rested parties can have a demo of the new features.