- CRMcustomer relationship management
- Software and practices for managing customer relationships: contacts, sales opportunities, interactions and commitments.
- EHRelectronic health record
- A hospital's or clinic's digital patient record system. Relevant for HealOpera, CereBree's healthcare domain.
- Embeddings
- A way to represent text as numbers so that software can find content with a similar meaning, even when the wording differs.
- ERPenterprise resource planning
- The core business software a company uses for finance, purchasing, production and logistics.
- Fulfiller
- The person or team that does the work to deliver a service or resolve a request. The counterpart is the consumer, who uses the service, and the owner, who is accountable for it.
- GenAIgenerative AI
- AI models that produce text or other content, such as the large language models behind chat assistants. In HRX, generative AI is one of several techniques Cognie uses.
- HRhuman resources
- The function and the systems that look after employees: hiring, development, payroll and organization.
- Incident
- An unplanned interruption of a service, or a drop in its quality. A critical incident affects many users or important customers and needs an immediate response.
- Internal customer
- A colleague or team inside the company that depends on a service another team provides, for example employees using an IT or HR service. HRX treats internal and external customers with the same relationship logic.
- ITSMIT service management
- The way an IT organization designs, delivers and supports its services. Typical processes are incident, request, change and problem management.
- SLAservice level agreement
- An agreed commitment between a service provider and a customer, such as availability or how fast an incident must be resolved. Missing it is called an SLA breach.
