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News Customer Service
13 Feb 2017

From service bot to shopping bot – novomind shows the possibilities of artificial intelligence at Call Center World

“Nomi” live chatbot at the company’s exhibition booth in Berlin / Integration of novomind iAGENT and novomind iSHOP / Omni-channel commerce and dialogue capability on all channels

Chatbots are the latest mega trend in social commerce. The direct dialogue between companies and their customers is becoming more personalised and conducted on a growing number of channels. At Call Center World in Berlin (21 -23 February), novomind will show what intelligent dialogues between man and machine can look like today. The Hamburg-based software experts are among the pioneers in the development of artificial intelligence (AI).

“The use of AI technology was one of ideas on which the foundation of novomind was based and is thus part of our DNA,” says Sylvia Feja, Head of E-Communication at novomind. The novomind iHELP self-service software has been used successfully for over 16 years across a wide variety of different industries including the financial and insurance sector as well as health insurance funds and large online dealers. Whether it’s virtual consultants, dialogue-enabled FAQ centers or, most recently, chatbots - novomind iHELP enables the customer service instruments to conduct automated intelligent dialogues.

Connecting the novomind iAGENT central communication platform with the highly flexible novomind iSHOP shop system is the next step of individualised customer communication: intelligent dialogues are possible on all channels and provide efficient advice also for online shoppers. Chatbots are used not only on WhatsApp but also on Facebook Messenger. The service bot becomes a shopping bot – an intelligent consultant for the right products that may help increase not only traffic and sales but also customer satisfaction.

Nomi chatbot– live in Berlin, Hall 2/Booth E13

novomind has the technology and its own chatbot “Nomi”, which is the result of 16 years of KI expertise. At Call Center World in Berlin, novomind will present all solutions live to give visitors a hands-on experience and allow them to test Nomi’s various bot functions. As a special treat, a life-sized Nomi will be present at the novomind booth E13 in Hall 2.

In the context of the annual “Demoforums”, novomind will report on the following topics on all three trade fair days:

Email, SMS and chat in customer dialogue
21 Feb. – 12:20 to 13:10 h / 22 Feb. – 13:30 to 14:20 h / 23 Feb. – 14:20 to 15:10 h

Future customer service
21 Feb. – 14:40 to 15:40 h / 22 Feb. – 11:00 to 12:00 h / 23 Feb. – 11:30 to 12:30 h