Glossary
Key terms in AI customer operations, conversational AI, and automation.
- RAG (Retrieval-Augmented Generation)
- A technique where an AI model retrieves relevant documents from a knowledge base before generating a response, reducing hallucinations and improving accuracy.
- LLM (Large Language Model)
- A neural network trained on vast text data that can understand and generate human-like language. Examples include GPT-4, Claude, and Gemini.
- Conversational AI
- AI systems designed to engage in natural language dialogue with humans, used for support, sales, and automation.
- AI Agent
- An autonomous AI system that can plan, execute multi-step tasks, and interact with tools or APIs to accomplish goals.
- Knowledge Base
- A structured collection of documents, FAQs, and web content that an AI bot uses as its source of truth for answering questions.
- Human Takeover
- The process of transferring a conversation from an AI bot to a human agent, preserving full conversation history and context.
- Omnichannel
- A strategy that provides a unified customer experience across multiple communication channels such as web, WhatsApp, and Telegram.
- Workflow Automation
- Rules-based or AI-driven processes that execute repetitive tasks automatically, such as ticket routing or lead qualification.
- CSAT (Customer Satisfaction Score)
- A metric measuring how satisfied customers are with a support interaction, typically collected via post-conversation surveys.
- Embedding
- A numerical vector representation of text used for semantic search — finding documents with similar meaning rather than exact keyword matches.
