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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AI Red Teaming
A
AI Red Teaming
A
AI Compliance
A
AI Compliance
A
Automatic Speech Recognition
A
Automatic Speech Recognition
A
Average Handling Time
A
Average Handling Time
A
Agent Assist
A
Agent Assist
A
Automatic Call Distributor
A
Automatic Call Distributor
A
AI Contextual Evidence
A
AI Contextual Evidence
A
AI IVR
A
AI IVR
A
Average Speed of Answer
A
Average Speed of Answer
A
AI Agent Orchestration
A
AI Agent Orchestration
A
AI Grounding
A
AI Grounding
A
AI Alignment
A
AI Alignment
A
After-Call Work
A
After-Call Work
A
Average Resolution Time
A
Average Resolution Time
A
AI Observability
A
AI Observability
A
Auto QA
A
Auto QA
A
AI Embeddings
A
AI Embeddings
A
AI Maturity
A
AI Maturity
A
Agentic RAG
A
Agentic RAG
A
AI First
A
AI First
A
AIUC-1
A
AIUC-1
A
AI Evals
A
AI Evals
A
Agent SOP
A
Agent SOP
A
AI Agent Framework
A
AI Agent Framework
A
AI Agent Testing
A
AI Agent Testing
A
AI Agent Memory
A
AI Agent Memory
A
Agentic AI
A
Agentic AI
A
Authentication
A
Authentication
A
A2A Protocol
A
A2A Protocol
A
AI Hallucination
A
AI Hallucination
A
AI tokens
A
AI tokens
A
BOPIS (Buy Online, Pick Up In Store)
B
BOPIS (Buy Online, Pick Up In Store)
B
Customer Lifetime Value
C
Customer Lifetime Value
C
Contextual Analysis
C
Contextual Analysis
C
Conversational AI Design
C
Conversational AI Design
C
Contact Center as a Service
C
Contact Center as a Service
C
Call Center Shrinkage
C
Call Center Shrinkage
C
Customer Effort Score
C
Customer Effort Score
C
Customer Service QA
C
Customer Service QA
C
Context Window
C
Context Window
C
Call Abandon Rate
C
Call Abandon Rate
C
Conversational Commerce
C
Conversational Commerce
C
Chatbot Containment Rate
C
Chatbot Containment Rate
C
Customer Satisfaction Score
C
Customer Satisfaction Score
C
Contact Rate
C
Contact Rate
C
Conversational Analytics
C
Conversational Analytics
C
Customer Health Score
C
Customer Health Score
C
Conversation Designer
C
Conversation Designer
C
Conversational AI
C
Conversational AI
C
Call Center
C
Call Center
C
Context Engineering
C
Context Engineering
C
Canned Response
C
Canned Response
C
Customer Acquisition Cost
C
Customer Acquisition Cost
C
Customer Segmentation
C
Customer Segmentation
C
Customer service quality assurance (QA)
C
Customer service quality assurance (QA)
C
DORA Compliance
D
DORA Compliance
D
Data Residency
D
Data Residency
D
DTMF
D
DTMF
D
Deflection Rate
D
Deflection Rate
D
Dialogue State Tracking
D
Dialogue State Tracking
D
Digital Concierge
D
Digital Concierge
D
Data annotation
D
Data annotation
D
Escalation Rate
E
Escalation Rate
E
Echo Cancellation
E
Echo Cancellation
E
Entity Extraction
E
Entity Extraction
E
Episodic Memory
E
Episodic Memory
E
Fine-Tuning
F
Fine-Tuning
F
First Contact Resolution
F
First Contact Resolution
F
Few-Shot Learning
F
Few-Shot Learning
F
First Response Time
F
First Response Time
F
Guardrail Evaluation
G
Guardrail Evaluation
G
HIPAA Compliance
H
HIPAA Compliance
H
Help Desk
H
Help Desk
H
Human in the loop (HITL)
H
Human in the loop (HITL)
H
ISO 27001
I
ISO 27001
I
ISO 42001
I
ISO 42001
I
Interactive Voice Response
I
Interactive Voice Response
I
Intelligent Virtual Agent
I
Intelligent Virtual Agent
I
Intent-Based Search
I
Intent-Based Search
I
KYC Automation
K
KYC Automation
K
Knowledge Base
K
Knowledge Base
K
Knowledge Graph
K
Knowledge Graph
K
Knowledge base
K
Knowledge base
K
Latency
L
Latency
L
LLM Router
L
LLM Router
L
LangGraph
L
LangGraph
L
Large Language Model
L
Large Language Model
L
LLM as a Judge
L
LLM as a Judge
L
Model Context Protocol
M
Model Context Protocol
M
Multi-Turn Conversation
M
Multi-Turn Conversation
M
Model Drift
M
Model Drift
M
Multi-Channel vs Omnichannel
M
Multi-Channel vs Omnichannel
M
Multimodal AI
M
Multimodal AI
M
Mixture of Experts
M
Mixture of Experts
M
Net Promoter Score
N
Net Promoter Score
N
Natural Language Generation
N
Natural Language Generation
N
Next Best Actions
N
Next Best Actions
N
Natural Language Processing
N
Natural Language Processing
N
Named Entity Recognition
N
Named Entity Recognition
N
Omnichannel Customer Support
O
Omnichannel Customer Support
O
Prior Authorization Automation
P
Prior Authorization Automation
P
Prosody
P
Prosody
P
PSTN (Public Switched Telephone Network)
P
PSTN (Public Switched Telephone Network)
P
Predictive Dialer
P
Predictive Dialer
P
Proactive Customer Support
P
Proactive Customer Support
P
Prompt Injection
P
Prompt Injection
P
Phased Deployment
P
Phased Deployment
P
Proactive Customer Outreach
P
Proactive Customer Outreach
P
Probabilistic Reasoning
P
Probabilistic Reasoning
P
PII Redaction
P
PII Redaction
P
Phoneme
P
Phoneme
P
Prompt Engineering
P
Prompt Engineering
P
Resolution Rate
R
Resolution Rate
R
Reinforcement Learning
R
Reinforcement Learning
R
SOC 2 Type II
S
SOC 2 Type II
S
Smart Order Routing
S
Smart Order Routing
S
Semantic Memory
S
Semantic Memory
S
Speech Synthesis
S
Speech Synthesis
S
Semantic Search
S
Semantic Search
S
Shadow AI
S
Shadow AI
S
Short-Term Memory
S
Short-Term Memory
S
Service Level Agreement
S
Service Level Agreement
S
Short message service (SMS)
S
Short message service (SMS)
S
Telephony
T
Telephony
T
Telephone Consumer Protection Act
T
Telephone Consumer Protection Act
T
Ticketing System
T
Ticketing System
T
Ticket Volume
T
Ticket Volume
T
Ticket Deflection
T
Ticket Deflection
T
Tool Calling
T
Tool Calling
T
Utterance
U
Utterance
U
Voice of the Customer
V
Voice of the Customer
V
Voice Activity Detection
V
Voice Activity Detection
V
Vector Embedding
V
Vector Embedding
V
Voicebot
V
Voicebot
V
Workforce Optimization
W
Workforce Optimization
W
WISMO
W
WISMO
W
Warm Transfer
W
Warm Transfer
W
WhatsApp Business API
W
WhatsApp Business API
W
Zero Data Retention
Z
Zero Data Retention
Z