Your new dimension of customer contact: novomind iAGENT is the intelligent customer service software for optimal multichannel management – from chatbots through email management, chat and video chat up to social media. Always available – just like a friend.
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The intelligent customer service software for all channels
All interactions with customers are covered across all available channels in one interface. Combination of computer linguistic (transparent) and semantic (self-learning) procedures
Structured user interface to operate the individually configurable software simply and quickly
Transparent evaluation for optimal control of your service centre
More efficient communication
Efficiency and speed when processing customer enquiries
Standard knowledge basis
Automatic text recognition and dialogue capability to produce the same answers to the same questions
Classic call centers that answer enquiries exclusively by telephone have become multichannel contact centers. You use all communications channels and at the same time offer your customers intelligent and dialogue-capable self-service (chatbot or FAQ centre) on the basis of artificial intelligence (AI). novomind iAGENT covers the entire interaction with customers across all available channels.
As the basis of novomind iAGENT, our IQ Dialogue Engine is based on a combination of computer linguistic (transparent) and semantic (self-learning) procedures. Alongside a dialogue capability for your chatbot, this guarantees an optimal recognition quota for your correspondence (email, social media, chat) in your service centre. All with the help of a standard knowledge database. Because you need the same answer to the same question.
You can only give a good answer if you understand the question
With the help of computational linguistic and semantic procedures, our software automatically analyses every customer enquiry – supported by rules-based and statistical recognition technologies.
Our software is based on a natural language dialogue engine and understands the meaning of the customer enquiry. It offers a (partly) automated customer service to process written enquiries, regardless of the communications channel. This key technology is included in novomind iAGENT for all channels.
Intelligent channel linking optimises user-friendliness and infrastructure
Experience over the last 10 years has shown that alongside pure recognition technology, supporting work processes in contact and service centres is becoming increasingly important. For this reason, in novomind iAGENT we combine all IT applications for customer management in one standard agent interface. This stands out with high user-friendliness and quick ticket processing. A clear user environment also supports the familiarisation process for new employees and minimises training effort – an important factor for success in a sector with high fluctuation rates.
Low training duration for just one user interface
- iQ Dialog Engine
Automatic text recognition and dialogue capability
- Standard knowledge basis
Same answers to the same questions
High performance system for efficient processing of enquiries even at maximum utilisation of the service centre
High guaranteed availability of the system and 24/7 support
- Integration capability
Integration with in-house interfaces in external systems
- Customer proximity
24/7 accessibility trough the diversity of communication channels
Numerous references and an effective network
novomind iAGENT Benefits
reduction in ticket costs per enquiry
of customer enquiries are answered fully automatically by AI (bots and FAQ centre)
Agents are working with novomind iAGENT
“The performance of the software and the always quick and friendly support from the novomind team has won us over. The change from our old system to novomind iAGENT went smoothly.”
Deutsche Kreditbank AG
"Maintaining personal relationships and building a strong bond with our customers is crucial in the digital age. WhatsApp Business API helps us be where our customers are. Its technology is intuitive, modern and leads to shorter processing time for our agents."
Vice President Customer Centricity and Service Management, OTTO (GmbH & Co KG)
"Our customers have immediately appreciated WhatsApp as a straight-forward channel for communicating with us."
Head of Customer Center Project Manager at Wilhelm FRICKE SE