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by Daniela Köhler
Publications officer
novomind celebrates 25th anniversary at its exhibition booth, showcasing new, efficient AI solutions for the customer service of the future on all channels with novomind AI Agents. 8,000 participants from over 50 countries.
Around 8,000 participants from over 50 countries made CCW 2025, the 26th International Conference & Trade Show for Innovative Customer Dialogue, a highly attended event and once again a great success. From 24 to 27 February, 230 international exhibitors took part in the event in Berlin, which means that, as always, the prestigious congress and innovative trade fair attracted leading industry experts for an intensive exchange on the latest developments in customer service and customer experience.
The motto of the trade fair, “Where Humans meet AI”, clearly emphasised that the future of successful customer service depends on the intelligent and well-balanced combination of human intellect and experience with the effective use of AI solutions. So it was quite fitting that novomind had chosen “GenAI meets Human” as the motto for its equally forward-looking exhibit in Berlin. What’s more, 2025 is a special year for novomind, as the software company for digital commerce and customer service celebrates its 25th anniversary. Artificial intelligence (AI) and the continuous advancement of AI-based solutions for the targeted automation of processes have been part of the company’s DNA ever since its inception. “Every year, we realise anew that it has been just the right decision to consistently focus on the combination of humans and AI when developing new products and solutions,” says Markus Rohmeyer, CPO of novomind. “We have developed outstanding expertise in this field over the past 25 years.”
The high demand for this unique expertise was evident from the bustling activity at the novomind stand throughout the three days of the fair. Visitors were particularly interested in the novomind AI Agents and how GenAI and humans can form the ideal team across all customer service channels.
Chatbots, voicebots or mailbots can be swiftly and easily set up as novomind AI Agents, harnessing the vast potential of Large Language Models (LLM). As autonomous agents, GenAI-based bots can independently handle the entire customer enquiry process. They are versatile and can be deployed across various industries and applications, such as customer authentication, confirming cancellations, logging complaints and damage/loss reports, or checking order and shipping status. novomind AI Agents are integrated into the novomind iAGENT omnichannel platform, where agents and service staff also receive GenAI-based real-time support from novomind iAGENT Assist, which significantly helps reduce the average handling time (AHT) and improve service quality.
There was also consensus that a true anniversary calls for cake and confetti. As such, customers, friends, partners, and acquaintances were invited to the grand 25th anniversary party at the novomind booth on the second evening of the trade fair, where they enjoyed an impressive birthday cake.
That was CCW 2025 – see you from 23 to 26 February next year at CCW 2026!
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