30 terms

AI & Customer Support Glossary

Clear definitions of the key terms in AI chatbots, customer support automation, and conversational AI.

A

Agentic AIAgentic AI refers to artificial intelligence systems that can autonomously plan, reason, and execute multi-step actions to achieve a specified goal.
AI AgentAn AI agent is a software system that perceives its environment through inputs (messages, data, events), reasons about goals and available actions, and acts autonomously to achieve those goals.
AI HallucinationAI hallucination is a phenomenon where a large language model generates text that is fluent, confident, and plausible-sounding but factually incorrect, fabricated, or unsupported by any source data.
Average Handle Time (AHT)Average Handle Time (AHT) is a customer support metric that measures the average total duration of a customer interaction from start to resolution.

C

E

EmbeddingAn embedding is a dense numerical vector (array of numbers) that represents the semantic meaning of a piece of text.

F

H

I

Intent ClassificationIntent classification is the process of analyzing a user message and categorizing it into a predefined intent: the action or information the user is seeking.

K

Knowledge BaseA knowledge base is an organized collection of information, typically help articles, FAQs, guides, and documentation, that enables customers to find answers independently.

L

N

O

Omnichannel SupportOmnichannel support is a customer service strategy that provides a seamless, unified experience across all communication channels: live chat, email, phone, social media, SMS, messaging apps, and self-service portals.

P

Prompt EngineeringPrompt engineering is the practice of designing, structuring, and refining the instructions (prompts) given to large language models to elicit accurate, relevant, and well-formatted responses.

R

Retrieval-Augmented Generation (RAG)Retrieval-Augmented Generation (RAG) is an AI architecture that enhances large language model responses by first retrieving relevant information from a knowledge source, then using that information to generate accurate, grounded answers.

S

T

V

Vector SearchVector search is a method of finding information based on semantic meaning rather than exact keyword matches.

W

WebhookA webhook is an HTTP callback mechanism that automatically sends data from one system to another when a specific event occurs.

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