Reference

Glossary

Clear definitions for the terms used in AI customer operations, from agents and knowledge to handoff and telephony.

86terms arranged as a quick reference

01

Product / category

Open a term for the concise definition and related concepts.

What is AI receptionist?What is AI phone agent?What is chatbot?What is voicebot?

02

Technology

Open a term for the concise definition and related concepts.

What is AI summary?What is API integration?What is API key?What is chatbot flow?What is CRM integration?What is dialogue tree?What is entity recognition?What is fine-tuning?What is intent recognition?What is context window?What is conversational AI?What is conversation design?What is knowledge base?What is LLM (large language model)?What is low-code?What is cloud service (SaaS)?What is multi-turn conversation?What is multi-tenant?What is NLP (natural language processing)?What is no-code?What is prompt?What is prompt engineering?What is RAG (retrieval-augmented generation)?What is RPA (robotic process automation)?What is voice AI?What is sandbox environment?What is sentiment analysis?What is session?What is scalability?What is speech-to-text (STT)?What is speech synthesis?What is test environment?What is text-to-speech (TTS)?What is transcription?What is trigger words?What is training data?What is uptime/SLA?What is webhook?What is WhatsApp Business API?What is Zapier integration?

03

Telephony

Open a term for the concise definition and related concepts.

What is call flow?What is IVR (interactive voice response)?What is queue management?What is missed call?What is phone switchboard?

04

Product

Open a term for the concise definition and related concepts.

What is AI onboarding?What is automatic response?What is booking system?What is chatbot persona?What is chat widget?What is digital worker?What is email automation?What is escalation?What is fallback response?What is FAQ module?What is calendar integration?What is live handoff?What is voice assistant?What is SMS automation?What is virtual assistant?What is web-based chat?What is white-label?What is opening-hours widget?

05

Security

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What is audit log?What is encryption?What is role-based access?What is two-factor authentication?

06

Legal

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What is data residency?What is data storage in the EU?What is GDPR?What is data processing agreement (DPA)?

07

Measurement

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What is first response time (FRT)?What is average handling time (AHT)?What is customer satisfaction (CSAT)?What is Net Promoter Score (NPS)?

08

Marketing

Open a term for the concise definition and related concepts.

What is bounce rate?What is hyperautomation?What is conversion rate?What is lead capture?What is lead scoring?What is omnichannel?What is self-service?