Glossary of Terms

AI Chatbot

Discover what an AI chatbot is, how it works, and how enterprise businesses use AI chatbots to enhance customer service, reduce costs, and personalize interactions.

Terms

A

• Abandonment Rate
• Acquisition Marketing
• After Call Work (ACW)
• Agent Coaching
• Agent Guidance
• Agent Performance Analytics
• AI Assistant
• AI Chatbot
• AI Data Preparation
• AI Knowledge
• AI Ready Data
• AI Training Data
• Artificial Intelligence (AI)
• Automated Quality Management (AQM)
• Automatic Speech Recognition (ASR)
• Average Handle Time (AHT)
• Average Wait Time (AWT)

B

• Behavioral Segmentation
• Brand Advocacy
• Buyer Sentiment

C

• Call Center Compliance
• Call Center Monitoring
• Chatbot
• Cognitive Search
• Compliance Recording
• Composable Architecture
• Composable CDP
• Customer Data Platform (CDP)
• Customer Engagement Management
• Customer Experience (CX)
• Customer Experience Analytics
• Customer Identity Terminology
• Customer Interaction Analytics
• Customer Lifetime Value (CLV)
• Customer Loyalty
• Customer Relationship Management (CRM)
• Customer Satisfaction
• Customer Sentiment Analysis

D

• Data Aggregation
• Data Capture
• Data Cleansing
• Data Connectors
• Data Enrichment
• Data Governance
• Data Ingestion
• Data Lineage
• Data Normalization
• Data Orchestration
• Data Preprocessing
• Data Science Platform
• Data Transformation
• Deep Learning

E

• Embedding
• Enterprise AI
• Explainable AI (XAI)
• Extract, Transform, Load (ETL) solution

F

• Fine Tuning
• First Call Resolution (FCR)
• First Party Data

G

• Generative AI
• Generative AI Software

H

• Hybrid Search
• Hypersegmentation

I

• Indexing
• Instruction Fine Tuning
• Intelligent Applications
• Intelligent Decision Support
• Intelligent Virtual Assistant
• Interaction Analytics

K

• Knowledge AI
• Knowledge Base

L

• Large Action Models (LAM)
• Large Language Model (LLM)
• LLM Analytics
• LLM Training Data

M

• Manual Quality Management
• Martech Stack
• Metadata Management
• Multimodal Data

N

• Natural Language Processing (NLP)
• Natural Language Understanding (NLU)
• Net Promoter Score (NPS)
• Neurosymbolic AI

O

• Optical Character Recognition (OCR)

P

• Predictive Analytics
• Promise Management

Q

• Quality Management

R

• Real Time Data Processing
• Real-Time Agent Assist
• Relevance Feedback
• Retrieval-Augmented Generation
• Revenue Operations
• Reverse ETL
• RFM Analysis

S

• Sales Engagement
• Sales Operations
• Sales Performance Management
• Self-Service
• Semantic Analysis
• Sentiment Analysis
• Similarity Search
• Speech Analytics

T

• Tag Management
• Trend Analysis

V

• Value-Based Sales
• Virtual Assistant
• Virtual Sales
• Voice Analytics
• Voice Biometrics
• Voice of the Customer (VOC)

Z

• Zero Data AI