Live product demonstrations and talks on the topic of artificial intelligence
Damovo, the international ICT service provider, is presenting its CX and Voicebot solutions at CCW (25-27 February 2025) in Berlin, including a live demonstration of a healthcare use case.
Damovo is showcasing the products in hall 3, stand 3C25. In addition, the company is welcoming interested parties for further discussions in hall 2, Meeting House 2. Frank Sinde, Manager Consulting at Damovo, will also be giving a presentation and taking part in a panel discussion on the use of AI in the CC environment.
‘Improving the customer experience and responding to enquiries individually and efficiently is a key challenge in the contact centre sector,’ explains Sinde. ‘This requires solutions that offer the necessary individuality and flexibility. Only in this way can they be tailored to the respective customer needs.’
Lean processes for more satisfied callers
For use in smaller companies (with fewer than 50 contact centre agents), Damovo is introducing the Genesys cloud solution ‘Ready2Go’. It is based on the all-in-one Genesys Cloud CX solution and can be implemented faster thanks to pre-configured features.
‘The blueprint approach covers the most frequently used core functionalities of a contact centre. This streamlines the CC processes, and CC employees can become more familiar with the solution,‘ says Sinde. “This enables them to focus even more efficiently on their customers” concerns and provide them with optimal support.’
Thanks to the scalability of Ready2Go, the solution can also be adapted at any time to meet changing customer requirements.
Case study: Use of AI voice bot in hospital
At CCW, Damovo will be demonstrating how a voicebot can help patients and visitors find their way around hospitals better.
The company is using Parloa‘s new GenAI solution, the Parloa Agent Management Platform. The voicebot provides information about departments, doctors and general information such as opening hours.
What is special about the new solution is that the previous time-consuming configuration with various if-then-else statements has become redundant and the possible user inputs (utterances) no longer have to be configured in a complex way for intent recognition. Instead, simple texts can be used to define which tasks the bot has, what it is not allowed to do and which tone it should choose – the ChatGPT-4o engine configured in this way takes care of everything else in the dialogue with the customer.
Sinde: ‘Soon the bot will even be able to test the configured settings independently. This means a considerable time saving in setting up and maintaining the voice robot.’
Damovo presentations: The role of AI in the CC environment
The following presentations will discuss the impact of artificial intelligence (AI) on the way companies operate and how end customers benefit from it:
- 25 February 2025 | 5:00 p.m. | Messeforum Hall 2
- Presentation by Frank Sinde:
- ‘Use cases for speech dialogue systems – from DTMF to AI’
- In his presentation, Frank Sinde shows how modern speech dialogue systems have made the leap from classic DTMF approaches to AI-supported solutions – and how customers benefit from this.
- 27 February 2025 | 10:00 – 11:30 a.m. | Exhibition forum, hall 3
- Panel discussion:
- Together with other experts, Frank Sinde will comment on the thesis ‘90 percent of all companies use AI in first-level support’.
Damovo at CCW, 25-27 February 2025 in Berlin: Hall 3, Stand 3C25 / Hall 2, Meeting House 2.