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.
Filter by letters
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
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
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
Average speed of answer (ASA)
A
Average speed of answer (ASA)
A
Auto QA
A
Auto QA
A
AI Alignment
A
AI Alignment
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 agent handoff
A
AI agent handoff
A
Average wait time
A
Average wait time
A
Autonomous resolution
A
Autonomous resolution
A
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
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
Contact rate
C
Contact rate
C
Call center shrinkage
C
Call center shrinkage
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 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 Service Outsourcing
C
Customer Service Outsourcing
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 data integration
C
Customer data integration
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
Data processing agreement (DPA)
D
Data processing agreement (DPA)
D
Emotion detection
E
Emotion detection
E
Echo cancellation
E
Echo cancellation
E
Endpointing
E
Endpointing
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
Forecast accuracy
F
Forecast accuracy
F
Fallback intent
F
Fallback intent
F
Foundation model
F
Foundation model
F
First contact resolution (FCR)
F
First contact resolution (FCR)
F
First response time (FRT)
F
First response time (FRT)
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
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
ISO 42001
I
ISO 42001
I
Intent-based search
I
Intent-based search
I
Interactive voice response (IVR)
I
Interactive voice response (IVR)
I
Inference time
I
Inference time
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
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
Multimodal AI
M
Multimodal AI
M
Natural language understanding (NLU)
N
Natural language understanding (NLU)
N
Net Promoter Score (NPS)
N
Net Promoter Score (NPS)
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
Proof of concept (PoC)
P
Proof of concept (PoC)
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
Role-based access control (RBAC)
R
Role-based access control (RBAC)
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
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
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 customer service
S
SaaS customer service
S
SMS vs RCS
S
SMS vs RCS
S
Service rate
S
Service rate
S
Subprocessor
S
Subprocessor
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
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
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
Vendor lock-in
V
Vendor lock-in
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