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OTOBO is becoming AI-powered
OTOBO Support Community members can get early hands-on access to Roboto during the beta phase – gaining practical experience before the official launch.
AI is changing our world – and also the way digital services are organized. It can noticeably relieve service teams and make processes smarter. With “Roboto” – the new AI support – OTOBO is now becoming AI-powered.
As always, with a strong focus on data sovereignty and full control over your data. AI support designed with privacy in mind.
How Roboto supports your service team
Roboto doesn’t just open a ticket via chat – it recognizes patterns in incoming requests and generates a response draft directly within the ticket, either automatically or at the click of a button.
The AI-generated response suggestions are based on a local vector database built from ticket data, FAQ articles, and additional sources such as internal documentation. Agents can review and refine responses before sending them directly from the ticket view.
In addition, service teams can interact directly with “Roboto” through the new AI dashboard in OTOBO and retrieve information instantly – without even creating a ticket.
The result: recurring requests can be handled faster and more consistently through individualised responses, further automating your service operations while freeing up your experts to focus on more complex issues.
Designed for privacy and data sovereignty
We know how sensitive your data is – and we treat it accordingly: securely, transparently, and responsibly.
While many AI solutions rely on US-based tech giants like ChatGPT & Co., we’ve deliberately chosen a different approach: we use the open-source solution Ollama, hosted in a GDPR-compliant German data center.
You choose the deployment model that fits your needs: run your own LLM infrastructure or use the hosted Rother OSS AI server in Germany – free of charge during the beta phase.
Your data always remains under your control. Data is transferred securely to a German server solely for AI processing and is never stored externally or used for AI training.
Built as a native part of OTOBO
Integration is handled through a new Docker Compose configuration and an OTOBO add-on package. Existing workflows and configurations remain unchanged.
Existing Docker-based OTOBO environments typically include the following containers: OTOBO, OTOBO Daemon, MariaDB (ticket database), RedisCache (cache), Elasticsearch (quick search).
Two additional containers are introduced: the OTOBO AI API and a ChromaDB vector database. Both are integrated into the existing environment via Docker Compose. An otobo.Console.pl script is used to populate the vector database with configurable content from your environment. The first release supports indexing tickets, FAQ articles, and text documents.
Additionally, an AI server is required. You can either run your own infrastructure or use the Rother OSS AI server hosted in a GDPR-compliant German data center and based on open-source technology.
