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by Daniela Köhler
Publications officer
With around 7,400 visitors – 900 more than last year – the 25th edition of the CCW, which took place at the end of February 2024, was once again a great success. Attendees came from 41 countries and met 215 equally international exhibitors.
“Unite human and artificial power” – the motto of the international congress and trade show for innovative customer dialogue clearly appealed to both old hands and newcomers to the industry. For novomind, the motto was a perfect fit, as the integration of AI-based solutions and products is part of the company’s DNA.
The fact that this wealth of experience, coupled with creative, fresh ideas, is in great demand was palpable at the novomind stand. On each of the three days of the show, the breadth of the topics covered and the depth of the discussions were impressive. In keeping with the motto, everything revolved around the many benefits of AI-based automation processes in enterprises and contact centres.
“Many of the conversations we had focused on automation and efficiency issues,” says Stefan Grieben, CEO of novomind. Many companies want to reduce the workload on their service teams and are looking for reliable, high-quality solutions for 24/7 customer service. “We were able to demonstrate very clearly that the use of AI-based automation effectively supports the contact centre agents. In some cases, customer service can even be fully automated – at noticeably lower costs.” Fully automated responses to enquiries using chatbots, email bots, social media bots and voicebots provide valuable support across all channels.
The novomind iAGENT Voicebot presented at CCW is a new virtual voice assistant that answers telephone enquiries around the clock. This considerably reduces customer waiting times on telephone hotlines and increases customer satisfaction. novomind iAGENT, novomind’s central communication platform in which the new voice bot is embedded, is the leading cross-sector omnichannel solution for modern, individualised customer service in companies and contact centres.
Innovative technologies, in-depth discussions with new and existing customers, hands-on showcases and the ever-popular demonstration forums – this year’s CCW was all about AI. But the large number of visitors on site on all days of the exhibition and congress shows that it always takes a personal exchange to combine artificial intelligence with the human mind.
That’s not the only reason we’re looking forward to CCW in February 2025 – see you in Berlin!
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