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by Daniela Köhler
Publications officer
Hamburg, 18 February 2025 – Under the motto “Where Humans Meet AI”, the international conference and trade show for innovative customer dialogue, CCW (Call Center World, 25 to 27 February at the Estrel Congress Center (ECC), Berlin) seamlessly continues last year’s trend. novomind AG will once again be exhibiting at CCW (Hall 3, Booth C8). 2025 is a special year for novomind: The software company for digital commerce and customer service is celebrating its 25th anniversary. Artificial intelligence (AI) and the continuous advancement of AI-based solutions for the targeted automation of processes have been part of novomind’s DNA right from the company’s formation.
At CCW 2025, novomind will be showcasing solutions from a single source to create the ideal team of GenAI and humans for all customer service channels. novomind AI Agents provide all the options needed to enhance the efficiency of customer service.
Chatflows offer a quick, convenient, and user-friendly method for setting up chatbots, voicebots, or mailbots as novomind AI Agents. As autonomous agents, GenAI-based bots can independently manage the entire customer enquiry process, significantly boosting customer service efficiency. They can be used across a wide range of industries and applications. This includes, for example, customer authentication, confirming cancellations, recording complaints and damage/loss reports or retrieving order and shipping status. All bots generated as novomind AI Agents harness the enormous potential of large language models (LLM).
novomind AI Agents are integrated into the novomind iAGENT omni-channel platform for customer service. Thanks to their modular design, companies and contact centres can flexibly select the contact channels they want to connect – from call, chat and video chat to e-mail, messenger, SMS and social media. Bots can be integrated into this scalable omni-channel solution as needed. Intelligent routing ensures the efficient management of the service agents’ workload.
Additionally, novomind iAGENT Assist provide agents and service staff with GenAI-based real-time support that helps them handle enquiries more swiftly. This includes AI-based analyses and classification of customer queries, automatic summarisation of customer contact histories, and any-time access to suitable response management solutions for e-mail, SMS, chat and messenger. This reduces the average handling time (AHT), while continually enhancing service quality.
During the demo forums, novomind experts will be discussing the following topics on the days of the trade show:
Future customer service: AI solutions in practice
25/02/2025, 3:30 pm
26/02/2025, 11:20 am
Response management solutions for e-mail, SMS, chat and messenger
25/02/2025, 1:10 pm
26/02/2025, 4:10 pm
You are cordially invited to celebrate the company’s 25th anniversary with the novomind team at the Booth Party on 26 February 2025 from 5 pm.
novomind at CCW in Berlin (25 to 27 February 2025):
Hall 3, Booth C8
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