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A

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

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B

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

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C

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

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D

Dark processing A process in which AI agents fully automatedly handle customer requests without the need for human intervention.

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E

Events and webhooks Mechanisms that enable responses to specific events within the Enneo platform and notify external systems in real-time.

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F

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

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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 make it possible to identify customers based on their data and assign their requests accordingly. Customer Satisfaction Score (CSAT) An indicator for measuring customer satisfaction, often collected through feedback at the end of a ticket handling.

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P

Partner integration Enneo’s ability to connect with external partner systems to exchange data and synchronize processes.

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R

Rule-based logic An approach within Enneo in which predefined rules are used to make decisions and carry out actions based on certain conditions. Routing and tags Features that make it possible to automatically assign incoming tickets or inquiries to specific teams or categories, based on defined tags or criteria. Response Time The time span between the receipt of a customer request and the first response.

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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 on the expected response and solution time for customer inquiries, which is often configured in Enneo. Smart reasoning logic A feature of Enneo that enables AI agents to effectively handle complex customer inquiries through logical conclusions and context understanding.

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T

Templates Predefined text modules that can be created in Enneo to ensure consistent and quick responses to common customer inquiries. Ticket handling The process of receiving, categorizing, processing, and concluding customer requests within the Enneo platform. Ticket status The current processing status of a ticket, for example, “New”, “In Process” or “Completed”. Transparent forwarding A feature that allows a ticket to be forwarded to another department without the customer noticing.

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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, guides, and FAQs.