How OMR Education Supports and Advises 1,000+ Prospect Visitors Using AI Chatbots
OMR Education offers website visitors personalized guidance on further education, powered by an AI chatbot from botBrains. Over 1,000 users have already taken advantage of this service. The assistant provides tailored course recommendations, answers administrative queries in real-time, and reduces the support team's workload. At the same time, it delivers valuable data-driven insights to optimize the offerings.
Liam van der Viven
Co-Founder & CTO at botBrains
"With botBrains, we have found the perfect balance between automation and personal consultation. Our users get the right answers faster, and my team can focus on complex inquiries."
- Hanna Wedemann, Learner Experience Team at OMR Education
Company Overview
OMR has long been a major player in the digital marketing world. Best known for its annual OMR Festival in Hamburg, the company also runs OMR Education, offering a wide range of digital learning programs designed to keep (future) marketers up to speed. Covering everything from social media and performance marketing to SEO, this diverse online education platform helps marketers deepen their expertise.
However, this very diversity raised an important question for users: Which course is right for me? Where can I find the best content for my needs and marketing challenges? The sheer variety of options made decision-making difficult and led to increased demand for explanations. Additionally, administrative queries related to certificates, bookings, or course materials resulted in a growing number of support requests.
The Challenge: Effective Product Consultation
OMR Education aims to provide an outstanding customer experience—starting from a visitor’s very first interaction with the webshop. As the number of offerings and interested users grew, so did the need for consultation. The Learner Experience Team faced the challenge of responding to individual inquiries quickly and efficiently without increasing wait times. At the same time, they wanted to be available 24/7 to address user questions in real time, helping them resolve concerns and complete bookings as smoothly as possible.
AI-Powered Course Consultation at OMR Education
The AI chatbot from botBrains automatically indexes website content and retrieves scheduling data from an Excel file, ensuring continuous real-time updates. Users receive immediate responses and support around the clock. The chatbot provides targeted assistance in several key areas:
1. Personalized Course Recommendations
Instead of browsing through the extensive webshop, users can specify their interests and prior knowledge. Based on this input, the chatbot recommends the most suitable course—efficiently and tailored to their needs. This guided selling approach ensures that visitors receive structured, intuitive recommendations that match their skill level and career aspirations.
2. Contextual Product Guidance
The chatbot understands which page a user is currently viewing and can provide relevant, context-aware answers. This means users receive the exact information they need—without having to search for it. By embedding guided selling elements, the chatbot can steer users toward the right decision by clarifying product benefits in real time.
3. Instant Support for Administrative Queries
Whether it’s about certificates, booking details, or technical questions, botBrains instantly provides answers from existing help center articles or other web resources. This significantly reduces the volume of support requests at OMR Education.
4. Smart Escalation for Complex Requests
If a query is too specific or complex for the chatbot, it automatically generates a structured email with all relevant details. The user only needs to hit send—ensuring the OMR team receives all necessary information without additional back-and-forth.
5. Multilingual Support for International Users
With botBrains, OMR Education can provide consultation not only in German but also in multiple languages—a valuable addition for its expanding international network.
6. Data-Driven Insights for OMR Education
botBrains analyzes user interactions and provides valuable insights:
- What topics generated the most questions last week?
- On which pages do users ask the most questions?
- At what times are inquiries most frequent?
These insights help OMR Education fine-tune its offerings to better meet user needs.
Improved Processes and a Better Customer Experience
Since implementing botBrains, there has been a noticeable shift in customer inquiries:
✅ Automated handling of a large number of user queries
✅ Significant reduction in support team workload
✅ Shorter response times and higher customer satisfaction
Beyond automation, guided selling ensures that users feel confident in their course selection. Rather than simply presenting options, the chatbot navigates users toward the best choice by actively engaging with their needs.
Continuous Improvement
One of the best aspects of botBrains is how quickly feedback is integrated into the platform. At OMR Education, we benefit from a system that continuously evolves. The ability to recognize the exact webpage from which a user is asking a question was a feature suggested by OMR Education—and it was implemented a week later. botBrains delivers the best digital consultation experience in the industry by constantly refining its guided selling capabilities.