Wiki in ticket processing

Tip

While processing tickets, the AI Wiki helps you find the right information quickly: directly in the ticket via the relevant articles, via the search in the Wiki, and with Ask Neo, which answers questions in natural language.

Relevant articles in the ticket

The card in the middle area of a ticket has the "Wiki" tab. Under "Relevant articles", enneo shows the articles that best match the current ticket. "Open in Wiki" shows an article in full, "Show all articles" lets you browse the whole knowledge base.

Ask Neo

"Ask Neo" is the intelligent search function of the Wiki and provides quick access to relevant information. Through modern AI technology, Neo understands questions in natural language and generates precise, immediately usable answers. The AI uses the content of the AI Wiki, including articles that are not public. Users can choose between an AI-generated answer and a classic article list. This way, information can be retrieved efficiently and work instructions applied more precisely.

How it works

Users have the choice between two search methods:

Classic search – a list of relevant articles is shown.
Ask Neo – the AI processes the query and generates an answer based on Wiki content.

The search is at the top of the Wiki overview and of every article. A question is entered in the field "Ask a question or find articles...". Neo understands complete questions in natural language, e.g.: "How do I record a move?"

While typing, the "Ask Neo" button appears at the top, with the Search results listing matching articles below it. Users can open an article directly or click "Ask Neo" to get an AI-generated answer.

The answer is marked "AI generated" and can be taken over via "Copy". Matching articles are shown below it. "Search results" leads back to the article list.

Ask Neo searches the content of the AI Wiki: articles, connected websites and uploaded files, even if they are not publicly available. Articles restricted to specific teams via "Visible to teams" are excluded. The most important information is summarised and presented as an easy-to-understand answer. If an article contains detailed instructions, they are reproduced in a structured way.

Info

Neo does not just provide a list of articles but formulates a complete answer based on the Wiki content. Neo also uses content that is not public, but not content restricted to specific teams.

No search results?

If Neo cannot generate a suitable answer, the following alternatives are available:

Users can return to the classic article search.
The question can be rephrased or made more specific.
If a topic is not documented in the Wiki, Neo cannot generate an answer. Creating new content in the Wiki makes the information available in future.

Scope

Neo only uses content in the AI Wiki (articles, websites and files) and does not search other data sources such as tickets or customer data.
If a topic is not documented, Neo cannot provide information.
The AI cannot draw conclusions of its own but relies exclusively on existing Wiki content.

News and archive

News: Articles with the classification News appear on the homepage and inform about current changes.

Archive: Archived content can be found in the "Archived" area of the Wiki and can be restored if needed.