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by Daniela Köhler
Publications officer
As Europe’s largest conference and trade show for innovative customer dialogue, CCW 2026 in Berlin provided an opportunity setting to properly celebrate the launch of the novomind AI Platform and demonstrate the enormous potential of novomind AI Agents to boost efficiency and quality in omni-channel customer service. With its QA Cockpit, novomind also presented a new AI-based tool for optimising customer service performance and increasing cross-selling potential.
novomind AI Agents attracted many visitors to the booth. They were a major focus across all three days of the trade fair, as they enable efficiency gains and excellent customer experiences across all channels and throughout the entire customer journey.
“The huge interest in agentic AI has been clearly confirmed here at CCW,” said Stefan Grieben, CEO of novomind. “With our scalable solutions for the targeted use of novomind AI Agents across all channels, we’re striking a chord with the industry and with companies that want to future-proof their customer service and meet ever-increasing requirements for efficiency and quality.”
In numerous showcases at its trade fair booth and in demo forums, novomind demonstrated how AI Agents can be successfully used to manage contact volumes, automate processes, enhance service quality and reduce costs. The real added value delivered in various application scenarios and roles – whether as autonomous GenAI-based chatbots, mailbots or voicebots, or as agent assistants – convinced the trade audience.
Integrated into the powerful omnichannel system novomind iAGENT, AI Agents manage the entire customer enquiry process independently, 24/7. They also support the service team in responding to customer enquiries. Real-time AI support reduces workload and ensures fast response times, even during peak enquiry periods. As shopping assistants, AI Agents can also provide AI-driven advice to help unlock additional revenue potential during customer interactions, for example through cross-selling and upselling.
On the AI Stage at CCW, novomind focused on empowered customer service. novomind’s innovation and AI experts showed how easy it is to set up AI Agents yourself for the entire customer journey. This went down well with the audience and encouraged many visitors to speak with the experts after the session.
A highlight at CCW 2026 was the first-time presentation of the new AI tool, novomind QA Cockpit. It provides all relevant key performance indicators (KPIs) for customer service performance in real time at a glance – from average handling time (AHT) to the customer satisfaction score (CSAT) and first call resolution (FCR). Noticeable deviations such as long waiting times, higher escalation rates or missing product information are identified and flagged via alerts, and recommended actions are derived, enabling contact centres to take immediate countermeasures. The QA Cockpit also highlights cross-selling opportunities. This helps to boost sales, as customer service staff and AI Agents can make tailored purchase recommendations based on each customer’s history.
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