Conversational AI Glossary

Agent Assist

Agent Assist is a software that provides real-time support to contact center agents during customer interactions.

Automatic call distribution (ACD)

Automatic call distribution (ACD) is a telephony system that answers and distributes incoming calls to specific persons or areas.

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Call Resolution Rate

Call resolution rate is the measurement of how many calls are resolved on the customers' first interaction.

Chatbots

Chatbots are digital assistants that communicate with human users by text, often over the internet.

Conversational AI

Conversational AI refers to a combination of technologies that use artificial intelligence to enable machines to communicate with humans, by voice or text.

Customer Experience (CX)

Customer experience (CX) refers to the entire experience a customer has with a business, across all platforms and communications.

Customer Satisfaction Score (CSAT)

Customer Satisfaction Score (CSAT) is a CX measurement that shows how satisfied customers are with a product or service.

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Dual-Tone Multi-Frequency (DTMF)

Dual-tone multi-frequency (DTMF), also known as Touch Tone, is a system that allows users to press numbers on their phone to signal their intent. Each number on a phone has two tones - one signals the row, and one signals the column. The receiving machine interprets the tone and to give an automated response.

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First Call Resolution (FCR)

First call resolution (FCR), sometimes called first contact resolution, is the measurement of how many calls are resolved on the customers' first interaction.

Intent Detection

Intent detection is the process by which an AI bot correctly picks up the intent behind an utterance.

Intent Recognition Accuracy

Intent recognition accuracy is the accuracy of an AI-enabled machine to correctly label a written or spoken input from a human user.

Multi-factor authentication

Multi-factor authentication is an authentication method which requires one or more extra pieces of evidence, as well as a password, to gain access to an account.

Multi-Turn Conversation

A multi-turn conversation is a conversation that consists of more than one back-and-forth interaction (turn).

Natural Language Understanding (NLU)

Natural Language Understanding (NLU) is the process by which technology is able to understand natural human language.

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PBX

PBX stands for Private Branch Exchange, an internal telephone network that allows for call routing and other call features between users.

Speech-to-text

Speech-to-text technology transforms spoken utterances into text transcriptions.

Spoken Language Understanding (SLU)

Spoken language understanding (SLU) is a combination of speech processing and natural language processing that allows machines to understand human speech.

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Text to Speech (TTS)

Text-to-Speech technology transforms written text into spoken utterances, allowing a bot to give spoken responses.

Value Extraction

Value extraction is the process by which AI agents extract the relevant information from customer queries and store them against the relevant ‘slots’.

Voice AI

Voice AI is a form of artificial intelligence that enables spoken communication between humans and machines.

Voice Assistants

Voice assistants are digital assistants that use artificial intelligence to communicate with human users by voice.

Voice Biometrics

Voice biometrics is an identification tool that identifies and verifies users by analysing their voice and comparing it to a voiceprint on file.

Voicebots

Voicebots are digital assistants that use artificial intelligence to communicate with human users by voice.