CCW 2025: ReplyX from Sematell - the future of customer dialog

CCW 2025 in Berlin was a complete success! We would like to thank everyone who visited our stand, exchanged ideas with us and experienced our latest AI innovations for customer service live. We are particularly proud of ReplyX, our new solution for smarter, more efficient customer communication.

CCW 2025, Europe's leading congress trade fair for innovative customer dialog, took place from 24 to 27 February 2025 at the Estrel Congress Center in Berlin and we were there. Under the motto "Where Humans meet AI", the event presented the latest trends and technologies in customer service and customer communication. With around 8,000 visitors from over 45 countries and 200 exhibitors, CCW 2025 proved to be an important meeting place for the industry. 

A highlight of the event was the presentation of our new product ReplyX, the innovative AI-supported solution for more efficient customer communication through easily modifiable customer service processes that help the business admin to virtually read the customer's wishes from their lips. Our new experience approach promises to increase service quality while reducing ticket costs. ReplyX enables the processing of mail communication on a clear, innovative interface and offers intelligent functions such as voice recognition and automated reply suggestions.

The integration of artificial intelligence into customer service was a key topic at CCW 2025, with numerous presentations and demonstrations showing how AI and natural language processing (NLP) can be used to optimize customer service. Particular emphasis was placed on the possibilities for automating routine inquiries and the time this frees up for more complex customer issues. Gordon Salzmann, Senior Director Sales & Marketing at Sematell GmbH, also gave a presentation on precisely this topic: Empathy-driven CX - a new insight into response management.