We’ve all been there: a customer enquiry ends up in support, but it actually takes three different specialists to answer it properly. A nightmare for service quality – and pure stress for the team.

This is exactly where we at octonomy come in: our digital employees take on precisely these complex tasks and ensure relief, quality and measurable results – true to the motto: “When your team grows without getting bigger” .

From today, we are making this vision even more concrete with two new features:

• Intelligent router agent: automatically distributes requests to specialised AI experts and guarantees the highest quality.
• Direct user feedback: users can rate answers directly – for continuous improvement of our already industry-leading 96% answer quality .

In this way, we create space in which your teams can breathe a sigh of relief, while quality and efficiency increase at the same time. Find out exactly how this works here:

Complex support processes often require a range of expertise – from technical product issues to complaints handling. Our new Router Agent revolutionises this challenge through intelligent call distribution.

Practical example: Tool hire

Imagine a tool hire company: A customer wants to hire the right equipment for their building project. In the past, a single agent would have had to cover all areas – from construction advice and rental conditions to technical product training.

With our router system, this is how it works now:

1. Building Consultancy Expert recommends the right tools for the project
2. Rental conditions expert takes care of the reservation and clarifies conditions
3. Product expert explains the safe handling of the specific device

One conversation, three experts – seamless and without any loss of quality.

The advantages at a glance:

• Higher response quality thanks to specialised expert knowledge
• Cost efficiency thanks to reduced data volume per agent
• More flexibility for complex, multi-level enquiries

Instead of overloading a generalist agent, a team of specialised AI experts now works together – just like in a well-organised support team.

Quality comes from feedback. That’s why users can now rate every agent response directly – both in the widget and in the stand-alone chat.

New possibilities:

• Simple rating of every answer by users
• Clear visualisation of all ratings
• Export function for detailed analyses

These direct insights help us to continuously optimise our already outstanding 96% response quality and ensure that every agent deployment meets the high octonomy standards.

With the Router Agent and the User Feedback System, we are realising our ambition not only to automate complex support processes, but to optimise them. Your teams can breathe a sigh of relief – while service quality increases at the same time.

Interested in a demo of the new features? Feel free to contact us – we’ll show you how octonomy can help your team grow without getting any bigger.