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Companies struggling to cope with the flood of incoming e-mails
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June 22th, 2004 –
Experts at novomind AG estimate that one in ten internet users needs more information than a website can provide and requests this information by e-mail. One billion e-mails a month in Germany alone: many companies are struggling to cope with the requests pouring into their service accounts. Intelligent customer communications systems are designed to help process incoming e-mails or assist the customer directly online. Software companies now provide customized solutions for both communication channels. At the heart of the solution is a knowledge database which generates responses for the customer. Until now, each solution required a separate database. Companies had to install and maintain an additional database for each communication channel. The cost in time and money was considerable. novomind is the first provider to tackle and solve this problem: at this year’s novomind UserForum, the company presented the latest version of its flagship products, novomind iMail™ and novomind IQ™. A single knowledge database is used to serve both communication channels – internet and e-mail. For the first time, one knowledgebase can be used for all products. Companies can save on personnel and purchase costs. novomind iMail™ and novomind IQ™ 4.0 will be on the market from October, 2004.
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The implementation options for novomind iMail™ und novomind IQ™ and the new functionality provided by Version 4.0 of the software package were the focus of the first novomind UserForum, held on May 14th in Hamburg. Workshop participants shared their experiences as software users and discussed the options that a combined solution would offer them. Another main theme of the forum was the question of how to boost customer loyalty by implementing a natural language communication tool across the communication channels and categorizing and processing e-mail requests both precisely and efficiently. Among those who took part were novomind clients Otto and Bertelsmann, as well as novomind partners that included Aperto, ]init[ and Ahrens & Bimboese.face2net. The day ended on a maritime note with a Dinner Shipping event on the banks of the Elbe. Plans for the novomind UserForum 2005 are already underway.
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novomind AG provides software for the customer communications sector, enabling optimized processes and lower costs. The solution focuses on future-oriented service, efficient and personalized communication and higher-performance administration. The self-service solutions provide e-mail management, real time communication and automated customer services via virtual assistants known as novomind IQ agents™. Leading companies from across the market sectors – including Bertelsmann Der Club, Otto, Sparkasse Erlangen, BKK Gesundheit, Travelocity and Hannoversche Leben, as well as public sector representatives such as the German Federal Ministry of Health and Social Security (BMGS) – have already successfully implemented novomind systems to boost customer loyalty, turnover and public relations.
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