Contact us!

Share this article

18. February 2026

How AI Agents become efficiency boosters in customer service

Customer Service, novomind AG 
Speaker image Daniela Köhler from novomind

by Daniela Köhler

Publications officer

CCW 2026: novomind (Hall 3/Booth C8) showcases new AI Platform and demonstrates how AI Agents optimise service processes across all channels, reduce costs and help unlock new revenue opportunities.

Hamburg, 18 February 2026 – Under the motto “Guided by Humans – Powered by AI”, the international conference and trade show for innovative customer dialogue, CCW 2026 (Call Center World, 24 to 26 February at the Estrel Congress Center (ECC), Berlin), seamlessly continues last year’s trend theme. novomind AG (Hall 3, Booth C8), one of the leading providers of software and services for customer service and digital commerce from a single source, will be exhibiting at the event. The software company will present the new novomind AI Platform at CCW 2026, showcasing efficient omni-channel solutions and AI Agents that ensure the perfect interaction between humans and AI (artificial intelligence) to optimise customer experiences.

Efficiency across all channels with novomind AI Agents

With ever-increasing demands placed on contact centres, there is a growing need for efficient, scalable solutions. At CCW 2026, novomind will provide hands-on insights into how companies can use AI in a targeted way to better manage contact volumes, automate processes, enhance service quality, reduce costs and also enable cross- and up-selling through AI-supported advice. The new novomind AI Platform brings together the company’s expertise in artificial intelligence, built up over more than 25 years of customer-centric software development for both B2C and B2B businesses. The platform incorporates all relevant external and internal AI models for process automation and the orchestrated deployment of diverse AI tools in digital commerce and omni-channel customer service. At the heart of these solutions are the novomind AI Agents, who maximise efficiency and service quality across all channels.

Agentic AI for the entire customer journey

Integrated into the powerful omni-channel system novomind iAGENT, AI Agents can act as autonomous, GenAI-based chatbots, mailbots or voicebots, managing the entire customer enquiry process on their own. As Agent Assist, they offer real-time support when responding to customer requests, easing the burden on service teams and ensuring swift response times. As shopping assistants, they provide virtual advice, thus helping to unlock additional revenue opportunities during customer interactions. novomind AI Agents can be deployed across a wide range of industries. This includes, for example, customer authentication, confirmation of cancellations, registering complaints and damage claims, or retrieving information about order and delivery status.

novomind talk: How to set up AI Agents yourself

Visitors to the novomind booth (Hall 3/C8) at CCW 2026 will experience first-hand in practical showcases just how easy it is to make customer service and digital commerce processes more efficient with novomind AI Agents, Agent Assist and Shopping Assistants. novomind will be present in Berlin with its entire range of solutions and AI-based applications.

On the AI Stage (Hall 2), novomind will share insights into setting up AI Agents: 

Talk: “Empowered Customer Service: How to independently create AI Agents for your entire customer journey across all channels”

24/02/2026 at 2:30 pm

During the Demo Forums, novomind experts will address the following topics at CCW 2026:

  • TeleTalk Demo Forum “Intelligent Workflow & Automation”

    24/02/2026 at 2:30 pm

    25/02/2026 at 11:10 am

  • TeleTalk Demo Forum “Conversational AI & AI Agents”

    24/02/2026 at 4:10 pm

    25/02/2026 at 9:30 am

Meet us at CCW 2026

novomind at CCW in Berlin (24 – 26 February 2026):

Hall 3, Booth C8

Back to overview

Share this article

Let’s get in touch

Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice.
+49 (0) 40 80 80 71 0
info@novomind.com

We look forward to receiving your email

+49 (0) 40 80 80 71 0
info@novomind.com

Let’s get in touch

Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice.
+49 (0) 40 80 80 71 0
info@novomind.com

We look forward to receiving your email

+49 (0) 40 80 80 71 0
info@novomind.com

Let’s get in touch

Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice.
+65 8025 8458 (Singapore)
+852 9867 1658 (Hong Kong)
info.apac@novomind.com

We look forward to receiving your email

*Pflichtfeld
+65 8025 8458
(Singapore)
+852 9867 1658
(Hong Kong)
info.apac@novomind.com

Let’s get in touch

Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice.

+65 8025 8458 (Singapore)
+852 9867 1658 (Hong Kong)
info@novomind.com

We look forward to receiving your email

*Pflichtfeld
+65 8025 8458
(Singapore)
+852 9867 1658
(Hong Kong)
info.apac@novomind.com

Let’s get in touch

Do you have any questions? Are you interested in our company and services? The novomind team is available to assist you through the channel of your choice.

+971 (0) 4 371 2597
info@novomind-mea.com

We look forward to receiving your email

*Pflichtfeld
+971 (0) 4 371 2597
info@novomind-mea.com

novomind News

Become part of the novomind community and receive regular updates on all the important news from the world of novomind: blog posts, press releases, events, products, and more.

Experience a new dimension of automation with the novomind AI Platform

Discover our case studies & whitepapers

Download case studies & whitepaper

How can we help?