novomind controls flood of e-mails

New novomind Self-Service Suite™ 5.0 optimises e-mail allocation
Hit rate increased to almost 100 per cent thanks to AIM

Nearly one thousand million e-mail enquiries a day by 2010  
Almost one thousand million e-mails every day will land on the desks of customer service agents in the year 2010. Just under a third of this mail will remain unanswered. The problem: companies are finding the coordination of mail from customers too big a job as customer enquiries are not sorted according to competence and subject. As a result, electronic post often reaches the agent responsible too late or not at all. This was revealed by a projection calculated by novomind AG.

novomind Self- Service Suite offers a convincingly thorough e-mail analysis  
In order to enable companies to deal efficiently with the rising number of enquiries, the Hamburg software developer consistently further develops its customer communication software, novomind Self- Service Suite™. The latest version of the Self- Service Suite™ 5.0 offers a convincing, virtually gap-free e-mail analysis. The new software initially uses statistical methods to search through the incoming electronic letters for particularly frequent words, thus identifying the subject of the customer’s enquiry. The software is the only one of its kind in the world that applies a set of additional rules to its examination of consumer enquiries. This allows consumer enquiries to be allocated more precisely according to subject fields. The software is therefore clearly superior to conventional, purely statistical methods. 
  
novomind Self- Service Suite™ 5.0 is clearly superior to conventional, statistical methods  
novomind classifies the various software processes of systematic text recognition with the aid of the AIM, Artificial Intelligence Method. AIM 1 is a form of text recognition based on statistics; AIM 2 is rule-based. With the new novomind Self-Service Suite™ 5.0, novomind is the only software provider in the world to respond to the demands for a practical combination of both methods that have long been voiced by leading European computer linguists and AI experts. AIM 3, 4 and 5 now significantly enhance recognition quality and reduce processing time. 
  
novomind is the only producer of a fully automatic e-mail management system based both on knowledge and methods of statistical analysis  
As the novomind AG chairman, Peter Samuelsen, explains: "novomind Self-Service Suite™ 5.0 is the result of many years of research and successful customer projects. We have compiled our customers’ wishes during numerous dialogues and integrated them into the new system, placing the focus there on improving automatic forwarding of e-mails. Our software processes an average of 500,000 e-mails a month. In our Self-Service Suite™ 5.0, we have succeeded in uniting two e-mail analysis methods so as to benefit our customers and satisfy their demands. This makes novomind the only producer of a fully automatic e-mail management system based both on knowledge and methods of statistical analysis." 
  
novomind Self-Service Suite™ 5.0 will be presented at Schloss Tremsbüttel
The novomind Self-Service Suite™ 5.0 will be presented to the public at the company’s Annual Self-Service Conference & Services Day 2006 held at Schloss Tremsbüttel. 
  
novomind: innovative software for professional customer communications  
novomind is a software developer in Hamburg and the fastest-growing company in the field of electronic customer communications and mail management. As the leading provider of innovative solutions for digital customer communications, novomind AG provides software for service-oriented and personalised customer dealings. The software not only optimises efficiency in customer administration significantly, it also gives the user a faster return on investment. The portfolio of the Products division includes the novomind Self Service Suite™. The software package contains all the communication modules necessary for a customer service centre on a central knowledge basis: e-mail management, virtual customer consulting and systems for interactive, real-time communication. The novomind AG Services division implements complex e-business applications. More than 40 major companies have already decided in favour of novomind technology, among them Citibank, Otto, Yello Strom and the German pension institution Deutsche Rentenversicherung Bund. Club Bertelsmann, EnBW and Mexx as well as public-sector users, such as the German Bundestag (parliament) and the German Department of Trade and Industry, have already successfully introduced novomind systems to optimise their customer communications, turnover and PR.

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