GLOSSARY
The AI Customer
Support Glossary.
The AI Customer
Support Glossary.
Definitions, formulas, and benchmarks for the terms shaping AI customer support today. Written for teams deploying AI agents in fintech, banking, healthcare, insurance and other regulated industries.
Definitions, formulas, and benchmarks for the terms shaping AI customer support today. Written for teams deploying AI agents in fintech, banking, healthcare, insurance and other regulated industries.
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Average handling time (AHT)
A
Average handling time (AHT)
A
AI tokens
A
AI tokens
A
AI grounding vs retrieval-augmented generation (RAG)
A
AI grounding vs retrieval-augmented generation (RAG)
A
AI personalization
A
AI personalization
A
Asynchronous messaging
A
Asynchronous messaging
A
AI guardrails
A
AI guardrails
A
Auto-tagging
A
Auto-tagging
A
Agent utilization rate
A
Agent utilization rate
A
After-call work (ACW)
A
After-call work (ACW)
A
AI agent
A
AI agent
A
AI customer service
A
AI customer service
A
AIUC-1
A
AIUC-1
A
Agentic AI
A
Agentic AI
A
Authentication
A
Authentication
A
AI First
A
AI First
A
Average resolution time
A
Average resolution time
A
AI voice agent
A
AI voice agent
A
Agent quality score
A
Agent quality score
A
AI workflow automation
A
AI workflow automation
A
Attention mechanism
A
Attention mechanism
A
Audio codec
A
Audio codec
A
Agentic commerce
A
Agentic commerce
A
Automatic speech recognition (ASR)
A
Automatic speech recognition (ASR)
A
AI grounding
A
AI grounding
A
AI Agent Orchestration
A
AI Agent Orchestration
A
AI Red Teaming
A
AI Red Teaming
A
AI compliance
A
AI compliance
A
Agent assist
A
Agent assist
A
A2A Protocol (Agent2Agent)
A
A2A Protocol (Agent2Agent)
A
Agent SOP
A
Agent SOP
A
AI agent memory
A
AI agent memory
A
AI agent framework
A
AI agent framework
A
Agentic RAG
A
Agentic RAG
A
AI Agent Testing
A
AI Agent Testing
A
AI evals
A
AI evals
A
AI maturity
A
AI maturity
A
AI observability
A
AI observability
A
Average speed of answer (ASA)
A
Average speed of answer (ASA)
A
Auto QA
A
Auto QA
A
AI customer support agent
A
AI customer support agent
A
AI Alignment
A
AI Alignment
A
AI copilot
A
AI copilot
A
AI contextual evidence
A
AI contextual evidence
A
AI IVR
A
AI IVR
A
Automatic call distributor (ACD)
A
Automatic call distributor (ACD)
A
AI flywheel
A
AI flywheel
A
AI optimization flywheel
A
AI optimization flywheel
A
Automated customer service
A
Automated customer service
A
Agentic workflow
A
Agentic workflow
A
Agent occupancy
A
Agent occupancy
A
AI agent handoff
A
AI agent handoff
A
Average wait time
A
Average wait time
A
Autonomous resolution
A
Autonomous resolution
A
Business process outsourcing (BPO)
B
Business process outsourcing (BPO)
B
Batch inference
B
Batch inference
B
Barge-in
B
Barge-in
B
BOPIS (Buy Online, Pick Up In Store)
B
BOPIS (Buy Online, Pick Up In Store)
B
Business-to-business (B2B) customer service
B
Business-to-business (B2B) customer service
B
B2B customer service
B
B2B customer service
B
Customer acquisition cost (CAC)
C
Customer acquisition cost (CAC)
C
Call center
C
Call center
C
Customer service quality assurance (QA)
C
Customer service quality assurance (QA)
C
Call routing
C
Call routing
C
Customer churn rate
C
Customer churn rate
C
Confidence score
C
Confidence score
C
Customer feedback loop
C
Customer feedback loop
C
Conversation summarization
C
Conversation summarization
C
Cost per contact
C
Cost per contact
C
Chatbot containment rate
C
Chatbot containment rate
C
Chatbot
C
Chatbot
C
Contact center as a service (CCaaS)
C
Contact center as a service (CCaaS)
C
Customer segmentation
C
Customer segmentation
C
Conversational AI design
C
Conversational AI design
C
Conversational AI
C
Conversational AI
C
Conversation designer
C
Conversation designer
C
Containment vs resolution
C
Containment vs resolution
C
Contextual analysis
C
Contextual analysis
C
Context awareness
C
Context awareness
C
Customer journey mapping
C
Customer journey mapping
C
Canary deployment
C
Canary deployment
C
Customer retention rate
C
Customer retention rate
C
Conversational analytics
C
Conversational analytics
C
Contact rate
C
Contact rate
C
Customer Health Score
C
Customer Health Score
C
Call center shrinkage
C
Call center shrinkage
C
Customer service QA
C
Customer service QA
C
Call abandon rate
C
Call abandon rate
C
Canned response
C
Canned response
C
Context engineering
C
Context engineering
C
Context window
C
Context window
C
Customer Effort Score (CES)
C
Customer Effort Score (CES)
C
Customer Satisfaction Score (CSAT)
C
Customer Satisfaction Score (CSAT)
C
Conversational commerce
C
Conversational commerce
C
Customer lifetime value (CLV)
C
Customer lifetime value (CLV)
C
CSAT vs NPS
C
CSAT vs NPS
C
Customer onboarding
C
Customer onboarding
C
Customer experience score
C
Customer experience score
C
Customer Service Outsourcing
C
Customer Service Outsourcing
C
Conversational IVR (interactive voice response)
C
Conversational IVR (interactive voice response)
C
Customer service key performance indicators (KPIs)
C
Customer service key performance indicators (KPIs)
C
Customer agent
C
Customer agent
C
CX score (customer experience score)
C
CX score (customer experience score)
C
Cost per resolution
C
Cost per resolution
C
Conflict detection
C
Conflict detection
C
Customer support automation
C
Customer support automation
C
Data annotation
D
Data annotation
D
Direct preference optimization (DPO)
D
Direct preference optimization (DPO)
D
DTMF (Dual-Tone Multi-Frequency)
D
DTMF (Dual-Tone Multi-Frequency)
D
Dialogue state tracking (DST)
D
Dialogue state tracking (DST)
D
Data residency
D
Data residency
D
Deflection rate
D
Deflection rate
D
DORA Compliance
D
DORA Compliance
D
Digital concierge
D
Digital concierge
D
Emotion detection
E
Emotion detection
E
Echo cancellation
E
Echo cancellation
E
Endpointing
E
Endpointing
E
Episodic memory
E
Episodic memory
E
EU AI Act
E
EU AI Act
E
Explainable AI (XAI)
E
Explainable AI (XAI)
E
Escalation rate
E
Escalation rate
E
Entity extraction
E
Entity extraction
E
Escalation matrix
E
Escalation matrix
E
Empathetic AI
E
Empathetic AI
E
Forecast accuracy
F
Forecast accuracy
F
Fallback intent
F
Fallback intent
F
Fine-tuning
F
Fine-tuning
F
Foundation model
F
Foundation model
F
Few-shot learning
F
Few-shot learning
F
First contact resolution (FCR)
F
First contact resolution (FCR)
F
First response time (FRT)
F
First response time (FRT)
F
Function calling in large language models (LLMs)
F
Function calling in large language models (LLMs)
F
Guardrail evaluation
G
Guardrail evaluation
G
Graph RAG
G
Graph RAG
G
Golden dataset
G
Golden dataset
G
Generative AI customer service
G
Generative AI customer service
G
Human in the loop (HITL)
H
Human in the loop (HITL)
H
Hallucination
H
Hallucination
H
Help desk
H
Help desk
H
HIPAA Compliance
H
HIPAA Compliance
H
Hill climbing
H
Hill climbing
H
HIPAA AI chatbot
H
HIPAA AI chatbot
H
Hybrid search
H
Hybrid search
H
Human agent
H
Human agent
H
Hallucination detection
H
Hallucination detection
H
Intent recognition
I
Intent recognition
I
Intelligent virtual agent (IVA)
I
Intelligent virtual agent (IVA)
I
ISO 42001
I
ISO 42001
I
Intent-based search
I
Intent-based search
I
Interactive voice response (IVR)
I
Interactive voice response (IVR)
I
ISO 27001
I
ISO 27001
I
Inference time
I
Inference time
I
Intent detection
I
Intent detection
I
Knowledge base
K
Knowledge base
K
Knowledge atlas
K
Knowledge atlas
K
Knowledge manager
K
Knowledge manager
K
KYC Automation
K
KYC Automation
K
Knowledge graph
K
Knowledge graph
K
Live chat
L
Live chat
L
Long-term memory
L
Long-term memory
L
LangGraph
L
LangGraph
L
Latency
L
Latency
L
LLM benchmark
L
LLM benchmark
L
LLM router
L
LLM router
L
Large language model (LLM)
L
Large language model (LLM)
L
LLM as a Judge
L
LLM as a Judge
L
Large language model (LLM) token usage
L
Large language model (LLM) token usage
L
Model card
M
Model card
M
Model Context Protocol (MCP)
M
Model Context Protocol (MCP)
M
Mean Opinion Score (MOS)
M
Mean Opinion Score (MOS)
M
Multi-turn conversation
M
Multi-turn conversation
M
Mixture of Experts (MoE)
M
Mixture of Experts (MoE)
M
Model drift
M
Model drift
M
Multimodal AI
M
Multimodal AI
M
Multi-channel vs omnichannel
M
Multi-channel vs omnichannel
M
Natural language understanding (NLU)
N
Natural language understanding (NLU)
N
Natural language processing (NLP)
N
Natural language processing (NLP)
N
Net Promoter Score (NPS)
N
Net Promoter Score (NPS)
N
Natural language generation (NLG)
N
Natural language generation (NLG)
N
Named entity recognition (NER)
N
Named entity recognition (NER)
N
Next Best Actions
N
Next Best Actions
N
Outbound voice AI
O
Outbound voice AI
O
Prompt versioning
P
Prompt versioning
P
Prompt chaining
P
Prompt chaining
P
Prompt engineering
P
Prompt engineering
P
Prosody
P
Prosody
P
Prior authorization automation
P
Prior authorization automation
P
Phoneme
P
Phoneme
P
Phased deployment
P
Phased deployment
P
Proactive customer outreach
P
Proactive customer outreach
P
Predictive dialer
P
Predictive dialer
P
PSTN (Public Switched Telephone Network)
P
PSTN (Public Switched Telephone Network)
P
Proactive customer support
P
Proactive customer support
P
PII redaction
P
PII redaction
P
Prompt injection
P
Prompt injection
P
Probabilistic reasoning
P
Probabilistic reasoning
P
Queue management
Q
Queue management
Q
Quality agent
Q
Quality agent
Q
Retrieval-augmented generation (RAG)
R
Retrieval-augmented generation (RAG)
R
Resolution-based pricing
R
Resolution-based pricing
R
ReAct agent pattern
R
ReAct agent pattern
R
Reinforcement learning
R
Reinforcement learning
R
Resolution rate
R
Resolution rate
R
RAG vs structured execution
R
RAG vs structured execution
R
Responsible AI
R
Responsible AI
R
Short message service (SMS)
S
Short message service (SMS)
S
Speech Synthesis Markup Language (SSML)
S
Speech Synthesis Markup Language (SSML)
S
SLA compliance rate
S
SLA compliance rate
S
Speech-to-speech
S
Speech-to-speech
S
Structured output
S
Structured output
S
SIP transfer
S
SIP transfer
S
Sentiment analysis
S
Sentiment analysis
S
Speech-to-intent
S
Speech-to-intent
S
SOC 2 AI support
S
SOC 2 AI support
S
Speech synthesis
S
Speech synthesis
S
Skill-based routing
S
Skill-based routing
S
Semantic memory
S
Semantic memory
S
Session border controller (SBC)
S
Session border controller (SBC)
S
Schedule adherence
S
Schedule adherence
S
Speaker diarization
S
Speaker diarization
S
Semantic search
S
Semantic search
S
Shadow AI
S
Shadow AI
S
Service level agreement (SLA)
S
Service level agreement (SLA)
S
Short-term memory
S
Short-term memory
S
Smart Order Routing
S
Smart Order Routing
S
SOC 2 Type II
S
SOC 2 Type II
S
Support automation specialist
S
Support automation specialist
S
SaaS support
S
SaaS support
S
SaaS customer service
S
SaaS customer service
S
SMS vs RCS
S
SMS vs RCS
S
Service rate
S
Service rate
S
Self-service rate
S
Self-service rate
S
Telephony
T
Telephony
T
Ticket routing
T
Ticket routing
T
Text classification
T
Text classification
T
Ticket prioritization
T
Ticket prioritization
T
Ticket deflection
T
Ticket deflection
T
Tiered support
T
Tiered support
T
Tone of voice in AI
T
Tone of voice in AI
T
Ticketing system
T
Ticketing system
T
Transfer learning
T
Transfer learning
T
Task automation
T
Task automation
T
Topic modeling
T
Topic modeling
T
Telephone Consumer Protection Act (TCPA)
T
Telephone Consumer Protection Act (TCPA)
T
Tool calling
T
Tool calling
T
Ticket volume
T
Ticket volume
T
Token limit
T
Token limit
T
Topics explorer
T
Topics explorer
T
Utterance
U
Utterance
U
Voice of the employee (VoE)
V
Voice of the employee (VoE)
V
Voice cloning
V
Voice cloning
V
VoIP jitter
V
VoIP jitter
V
Voice activity detection (VAD)
V
Voice activity detection (VAD)
V
Voice AI vs conversational AI
V
Voice AI vs conversational AI
V
Voice of the Customer (VoC)
V
Voice of the Customer (VoC)
V
Voice over Internet Protocol (VoIP)
V
Voice over Internet Protocol (VoIP)
V
Vector embedding
V
Vector embedding
V
Voicebot
V
Voicebot
V
Workforce management (WFM)
W
Workforce management (WFM)
W
Warm transfer
W
Warm transfer
W
Word error rate (WER)
W
Word error rate (WER)
W
Wake word
W
Wake word
W
WhatsApp Business API
W
WhatsApp Business API
W
WISMO
W
WISMO
W
Zero data retention
Z
Zero data retention
Z
Zero-shot learning
Z
Zero-shot learning
Z