Glossary

A

Anonymization process A procedure within Enneo that ensures sensitive customer data in tickets and communications are rendered unrecognizable to comply with privacy policies.

B

User Management A module in Enneo that allows administrators to create user accounts, assign roles, and manage access rights within the platform.

C

Customer Relationship Management (CRM) A system or strategy for managing and analyzing customer interactions, often integrated with Enneo.

D

Dark processing A process where AI agents fully automatedly handle customer inquiries without the need for human intervention.

E

Events and Webhooks Mechanisms that allow to react to specific events within the Enneo platform and to notify external systems in real-time.

F

Free text analysis A method where AI or rule-based logic is used to analyze and classify unstructured texts in customer inquiries.

K

AI Agents Artificial intelligence within Enneo that analyzes customer inquiries and provides automated responses or actions based on predefined rules and learning algorithms.

Customer recognition Functions in Enneo that allow customers to be identified based on their data and their inquiries to be assigned accordingly.

Customer Satisfaction Rating (CSAT) An indicator to measure customer satisfaction, often collected through feedback at the end of a ticket processing.

P

Partner Integration The ability of Enneo to connect with external partner systems to exchange data and synchronize processes.

R

Rule-based logic An approach within Enneo where predefined rules are used to make decisions and execute actions based on certain conditions.

Routing and Tags Features that allow incoming tickets or inquiries to be automatically assigned to specific teams or categories based on defined keywords or criteria.

Response Time The time span between the receipt of a customer inquiry and the first response.

S

SDK (Software Development Kit) A toolkit that provides developers with tools and documentation to create their own applications or integrations with the Enneo platform.

SLA (Service Level Agreement) An agreement about the expected response and resolution time for customer inquiries, often configured in Enneo.

Smart Reasoning Logic A feature of Enneo that allows AI agents to effectively handle complex customer inquiries through logical conclusions and context understanding.

T

Templates Predefined text modules that can be created in Enneo to ensure consistent and quick responses to frequent customer inquiries.

Ticket processing The process of receiving, categorizing, processing, and closing customer inquiries within the Enneo platform.

Ticket status The current processing status of a ticket, e.g. "New", "In Process" or "Completed".

Transparent Forwarding A feature that allows a ticket to be forwarded to another department without the customer noticing.

W

Knowledge management The collection, organization, and provision of relevant information to efficiently answer customer inquiries - often via the Wiki or FAQ section in Enneo.

Workflow Automation A mechanism that automatically executes certain processes in Enneo based on defined rules or triggers.

Wiki An integrated knowledge management tool in Enneo that allows teams to centrally store and manage information, instructions, and FAQs.