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OMNITRACKER AI Platform

AI platform for intelligent business process optimization

With the OMNITRACKER AI Platform, you combine artificial intelligence with BPMN and low code to automate your business processes – in the cloud, on-premises, or in hybrid environments.

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Key benefits

Automation*

up to 95 %
increased for standard requests

Processing times*

up to 50 %
reduced through process automation

Service quality*

up to 85 %
improved through intelligent routing

Advantages of the AI Platform

The key benefits of the OMNITRACKER AI Platform

Increase productivity while maintaining maximum data sovereignty and reduce manual effort with our solution for AI-powered process optimization.

Productivity

Faster processing

Let AI handle recurring analysis, classification, and routing tasks within existing processes and increase user and customer satisfaction through faster response and resolution times.
Data sovereignty

Controlled AI processes

Use AI functions within self-defined workflows and existing business processes based on your preferred deployment model. This gives you the optimal balance between controlled use and flexible management.
Cost-effectiveness

Measurable long-term value

Thanks to established process logic, you benefit from fast and measurable improvements across the entire workflow. Once implemented, additional processes can be automated with minimal effort, unlocking further potential.

AI-powered analysis

The foundation for intelligent process automation

Automatically transform unstructured information from customer requests into actionable data, accelerate your workflows, and sustainably reduce your employees’ workload.

Automatic classification

AI automatically identifies all characteristics of incoming requests, such as ticket type, category, priority, and other attributes, and accurately assigns them to the respective request for further automation.

Intelligent information processing

AI analyzes complex requests, extracts and enriches relevant information, and automatically generates summaries for faster processing.

Routing and object linking

Requests are automatically routed to the responsible teams or agents based on content identified by AI. Matching configuration items, services, knowledge articles, or other relevant objects are automatically linked.

Automatic responses to standard requests

Based on descriptions stored in OMNITRACKER objects, AI automatically asks follow-up questions about missing information and prepares requests up to the point of fully automated selection and handover to the execution system.

AI-powered processing

Provide faster and better solutions

Use contextual information, intelligent recommendations, and automatically generated content to handle requests more efficiently and with higher quality.

Semantic knowledge search

Use the AI platform to find relevant knowledge articles, similar cases, and relevant information based on the context of each request.

Recommended actions

Based on existing knowledge resources, AI provides you with structured tasks and suggestions.

Generation of solution responses

Users and agents receive suitable pre-formulated response suggestions from AI based on the relevant knowledge data and the context of the current ticket.

Knowledge base development

With the help of AI, you automatically create new knowledge articles from existing requests and documented solutions.

AI management

A platform for individual AI strategies

With the OMNITRACKER AI Platform, you can flexibly adapt the use of AI to your requirements and create the foundation for controlled, scalable, and future-proof operations.

Flexible AI model selection

Use public, internal, or specialized AI models (bring your own model) flexibly within a common platform and choose the right model for each use case.

Prompt management

Centrally manage and optimize internal system prompts, standardize their use, and achieve consistent results across different AI applications.

AI orchestration

Centrally manage multiple AI services and processing steps and orchestrate their interaction within your business processes.

Additional use cases

Flexible building blocks for a wide range of use cases

Extend your processes with additional AI capabilities and configure further AI workflows with our flexible OMNITRACKER AI Platform.

  • Sensitive information in requests can be automatically identified, anonymized or removed, and processed further in compliance with data protection requirements.

Agentic AI

From AI assistant to action-capable process agent

With Agentic AI, AI agents capture, research, and process requests across multiple steps – integrated into your systems, permissions, and control mechanisms.

  • The AI agent guides the user through the conversation, retains and considers the entire conversation context, asks targeted follow-up questions when needed, and automatically transfers all information into a complete, structured ticket in OMNITRACKER.

Deployment options

The right deployment model as the foundation for your AI processes

Deploy OMNITRACKER on-premises, in the cloud, or in a hybrid model and combine the AI Platform with maximum flexibility and your requirements for security and compliance.

On-Premises

Run your OMNITRACKER solution entirely within your own infrastructure. This allows you to retain control over your data and system environment, remain independent of cloud providers, and customize the solution to your specific needs.

Hybrid

Combine control over your own infrastructure with the flexibility of the cloud. You can keep sensitive data and business-critical processes in your own environment while using selected cloud services.

Cloud

Use your OMNITRACKER solution without your own server infrastructure. Operations and updates are handled centrally, reducing the effort required for installation and maintenance.

Platform benefits

The foundation for sustainable AI-powered process optimization

Combine the use of AI with data sovereignty, intelligent workflow automation, flexible customization, and open integration centrally on our OMNITRACKER low-code platform.

AI under control

With the OMNITRACKER platform, you can run AI models and services entirely On-Premises within your own infrastructure and align them with your security requirements and regulatory obligations. You control access through the rights and roles concept and can use AI in a controlled manner even in business-critical processes involving sensitive data. In addition, all AI activities are logged in a fully auditable manner.

Efficient workflows with BPMN 2.0

Model processes in the OMNITRACKER platform or import existing models and run them directly. This allows you to automate recurring tasks, standardize procedures, and transparently monitor the execution of your processes.

Implement customizations easily with low code

Configure workflows, forms and permissions independently within the OMNITRACKER platform. This enables you to implement your specific requirements faster and reduce development effort.

Seamless integration through open interfaces

Connect the OMNITRACKER platform flexibly to your existing IT landscape and external services. This allows you to exchange data across system boundaries and process it within your workflows.

References

Successfully in Use

Discover how companies use OMNITRACKER to improve their service processes, accelerate workflows, and achieve sustainable results.

AGRAVIS IT

Our constant work—in collaboration with OMNINET and lector.ai—on AI-based automation of manual ticketing activities in the service desk is paying off: shorter waiting times, fewer
misassignments, faster training, better evaluation options thanks to standardization and generally faster solutions with fewer resources.

Kirsten Smit

Head of Service Desk
AGRAVIS IT

SoCura

We have now been working in partnership with OMNINET for more than 15 years. The technical quality of OMNITRACKER is certainly a key factor, but what is almost even more important to me is the dialogue. It feels as though they really listen when we come to them with new requirements or ideas.

Jordanis Stafidis

Team Lead Process and Quality Management
SoCura gGmbH

Infotech

OMNITRACKER goes far beyond a traditional ticketing system for our Enterprise Service Management: it supports us with digital processes tailored to our needs.

Dennis Horstmeyer

Head of Enterprise Service Management
Infotech EDV-Systeme GmbH

EWE AG

We appreciate the very personal and uncomplicated contact with OMNINET as manufacturer of our OMNITRACKER installations. In addition, the highly flexible applications and the support of the competent OMNINET employees are a valuable factor for us.

Curt Eylers

Group IT

AGRAVIS IT

AI-powered service desk solution:

highly automated ticket routing

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AGRAVIS IT

Barmherzige Brüder IT-Services

Using BPMN in OMNITRACKER, we have established a structured, automated and scalable approach to administration. More than 40 people from medicine, nursing, administration and IT are flexibly involved via the intuitive web interface.

Dipl.-Ing. Ralf Hackensöllner

IT Process Manager
Barmherzige Brüder IT-Services

CERTIFICATIONS & COMPLIANCE

Security and Quality at the Highest Level

OMNITRACKER meets the highest security and compliance requirements of state and federal authorities, critical infrastructure companies, NATO organizations, global players in the private sector, as well as heavily regulated sectors such as healthcare, insurance, and finance.

ITIL Certified

Standardized IT service processes for transparency, quality, and continuous improvement

Quality Management according to ISO 9001

Regularly audited and documented customer orientation and process quality

Certified according to ISO 27001

International standard for a structured and effective information security management system ISMS

Software made in Germany

100 percent development, service, and quality, certified by the German IT Mittelstand Association

Hosted in the EU

Your sensitive data protected by strict and transparent regulations

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Experience the OMNITRACKER AI Platform in action and discover how you can efficiently automate and specifically optimize your business processes with AI.
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Complementary products

Seamlessly connect additional applications

Combine different OMNITRACKER products on a shared platform to create an integrated solution for your business processes.

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Further information

Trends, practical examples, and strategies for intelligent processes

Deepen your knowledge of AI-powered process automation, governance, and the integration of AI into business processes.

Knowledge article

Hyperautomation: Why there is no way around this trend

More efficient, faster, more agile: Companies must continuously evolve to stay competitive. One approach is hyperautomation—a strategic concept that Gartner ranked among its nine top technology trends back in 2021.
Read article
Knowledge article

10 tips for creating a knowledge base

A company’s knowledge is often scattered across many locations. A knowledge base brings information together centrally in a structured, accessible digital library. It can include guides, FAQs, policies, support processes, technical terms, and product details for employees and customers.
Read article
Knowledge article

AI in ITSM: How you can free up support and deal with resource problems

AI in IT service management speeds up standard requests and reduces the workload for support teams, leaving more time for complex tickets. This article shows which ITSM tasks AI can handle, how AI-powered support can maintain quality, and why investing in modern AI-enabled software is worthwhile.
Read article
Knowledge article

Continuous improvement in the ISO context

Continuous improvement is required in several ISO standards, such as ISO 27001 and ISO 9001. However, companies benefit not only in the course of the ISO 27001 and ISO 9001 audit if processes are improved in a long-term and measurable way.
Read article
Expert article

Launching a central service management system for schools

Launching a central service management system for schools: An innovative funding project for IT administration in educational institutions—publication in the Sachsenkurier about the use of OMNITRACKER in Saxon schools and educational institutions.
Read article
Knowledge article

How innovative tools and technologies can give your supply chain management wings

Complying with the German Supply Chain Act is demanding and increasingly important. The right tools help organizations map, manage, and monitor supply chains transparently—supporting reliable suppliers, high quality, and long-term competitiveness.
Read article