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by Daniela Köhler
Publications officer
Hamburg, 14 February 2024 – “Unite human and artificial power” is the motto of this year’s CCW (Call Centre World), an international conference and trade show for innovative customer dialogue. A perfect motto for novomind AG: the integration of AI-based solutions and products to support customer service and digital commerce processes is part of the experienced software developer’s DNA. novomind will therefore once again be exhibiting at the CCW Trade Show (Hall 3, Booth C8) and participate in the CCW Conference taking place at the Estrel Congress Centre (ECC) in Berlin from 27 to 29 February 2024.
novomind iAGENT, novomind’s central communication platform, provides a cross-sector omni-channel solution for modern, individualised customer service in companies and contact centres. At CCW, novomind will be demonstrating how AI-based automation can make contact centres even more efficient and how service teams can be intelligently supported to reduce their workload. The new novomind iAGENT Voicebot is a virtual voice assistant that answers telephone enquiries around the clock. Its support significantly reduces customer waiting times on telephone hotlines, thereby increasing customer satisfaction. “The use of AI-based automation supports contact centre agents in such a targeted way that customer service is noticeably improved and costs can be reduced,” says Stefan Grieben, CEO of novomind. The fully automated handling of enquiries by chatbots, mailbots, social media bots and voicebots provides valuable support across all channels.
The novomind iAGENT Voicebot can be used for a wide range of applications, such as customer authentication, confirming cancellations and complaints, or retrieving order and shipping status. Since all channels in novomind iAGENT use the same shared knowledge base, customers always receive consistent answers – whether from the voicebot, the chatbot, or the agents themselves, who can seamlessly take over the conversation if they wish and have all the information they need.
The use of AI-based automation not only contributes to a more positive customer experience, it can also sustainably improve the user experience of agents. Thanks to AI-based analysis and classification of customer queries, novomind iAGENT Agent Assist provides efficient and user-friendly agent support. The automatic summarisation of emails and the availability of appropriate response suggestions at all times enable contact centre agents to provide effective real-time support. Visitors to the novomind booth at CCW will be able to see for themselves just how efficient and effective the processes in novomind iAGENT really are by means of practical examples.
In Berlin, novomind will be presenting all its products, solutions and AI-based applications. A part of the demo forums, novomind experts will be reporting on the following topics on all three days of the trade show:
novomind at CCW in Berlin (27 to 29 February 2024): Hall 3, Booth C8
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