200 terms · 6 categories

AI & Chatbot Glossary

Plain-language definitions for AI, chatbot, customer experience, voice and marketing terms — all in one place.

40 terms

AI Core

AI Agent

An AI Agent is a software program that uses artificial intelligence to perform tasks and interact with users autonomously.

AI Hallucination

AI hallucination occurs when artificial intelligence generates false or misleading information.

AI Inference

AI inference is the process of using a trained AI model to make predictions or decisions based on new data.

Attention Mechanism

An attention mechanism allows AI models to focus on specific parts of input data, enhancing their understanding and response generation.

Autonomous Agent

An Autonomous Agent is an AI system capable of performing tasks and making decisions independently, often in dynamic environments.

BERT

BERT (Bidirectional Encoder Representations from Transformers) is a language representation model designed to understand the context of words in search queries or text.

Chain-of-Thought Prompting

Chain-of-Thought Prompting is a technique that encourages AI to articulate its reasoning process step-by-step.

Claude (AI)

Claude (AI) is an advanced artificial intelligence model designed for natural language understanding and generation.

Context Window

A context window is the range of text or data processed by AI models to understand and generate responses.

Deep Learning

Deep learning is a subset of machine learning that uses neural networks with many layers to analyze and interpret complex data.

Embeddings

Embeddings are numerical representations of words or phrases that capture their meanings and relationships in a dense format.

Few-Shot Learning

Few-shot learning is a machine learning approach where models learn to perform tasks with only a few training examples.

Fine-Tuning

Fine-tuning is the process of adapting a pre-trained AI model to improve its performance on a specific task.

GPT (Generative Pre-trained Transformer)

GPT is an advanced AI model designed to generate coherent and contextually relevant text based on input data.

Knowledge Graph

A Knowledge Graph is a structured representation of information that connects entities and their relationships.

LLM (Large Language Model)

A Large Language Model (LLM) is an AI system designed to understand and generate human-like text based on vast datasets.

Mixture of Experts (MoE)

Mixture of Experts (MoE) is a machine learning technique that utilizes multiple models to optimize decision-making processes.

Model Distillation

Model distillation is a process that reduces the size of a machine learning model while maintaining its performance.

Model Quantization

Model quantization is the process of reducing the precision of the numbers used in a machine learning model to decrease its size and improve performance.

Multimodal AI

Multimodal AI refers to artificial intelligence systems that can process and understand multiple forms of information, such as text, images, and audio.

Neural Network

A neural network is a computing system inspired by the biological neural networks that constitute animal brains.

NLP (Natural Language Processing)

NLP is a branch of artificial intelligence that enables machines to understand and process human language.

NLU (Natural Language Understanding)

Natural Language Understanding (NLU) is a subfield of AI that enables machines to comprehend human language.

Prompt Engineering

Prompt engineering is the process of designing and refining input prompts to optimize AI responses.

Prompt Injection

Prompt injection is a method where a user manipulates the input to influence an AI's output.

RAG (Retrieval-Augmented Generation)

RAG is a method that enhances AI-generated responses by retrieving relevant information from external sources.

Reinforcement Learning

Reinforcement Learning is a type of machine learning where an agent learns to make decisions by receiving rewards or penalties.

RLHF (Reinforcement Learning from Human Feedback)

RLHF is a machine learning approach that enables AI systems to learn from human feedback to improve their performance.

Semantic Search

Semantic search refers to the process of understanding the intent behind a user’s query to deliver more relevant search results.

Supervised Learning

Supervised learning is a machine learning approach where algorithms learn from labeled training data to make predictions or decisions.

Temperature (LLM)

Temperature in LLMs controls the randomness of generated responses.

Tokenization

Tokenization is the process of converting an input string into smaller, manageable pieces called tokens.

Tokens (AI)

Tokens in AI refer to the individual pieces of data processed by algorithms to understand and generate language.

Top-P Sampling

Top-P sampling is a probabilistic method for text generation that selects words based on their cumulative probability.

Transfer Learning

Transfer learning is a machine learning technique where a model trained on one task is adapted to improve performance on a related task.

Transformer Architecture

Transformer Architecture is a deep learning model designed to process sequential data efficiently.

Unsupervised Learning

Unsupervised learning is a machine learning technique that analyzes and clusters input data without pre-existing labels.

Vector Database

A vector database is a specialized database designed to store and query high-dimensional vectors efficiently.

Vector Search

Vector Search is a method of searching data by comparing vector representations of items.

Zero-Shot Learning

Zero-shot learning is a machine learning approach that enables models to recognize and categorize data without prior examples.

40 terms

Chatbot

Agent Handoff

Agent handoff is the process where a chatbot transfers a conversation to a human agent when it cannot resolve a customer query.

AI Customer Service

AI customer service refers to the use of artificial intelligence technologies to automate and enhance customer support interactions.

Canned Response

Canned responses are pre-written replies used by chatbots to provide quick answers to common inquiries.

Chat Bubble Widget

A chat bubble widget is a user interface element that allows customers to interact with chatbots seamlessly on websites or applications.

Chatbot

A chatbot is an AI-driven software that simulates human conversation to assist users.

Chatbot Knowledge Base

A Chatbot Knowledge Base is a structured repository of information that chatbots use to provide accurate answers to user queries.

Chatbot Persona

A Chatbot Persona is the unique personality and voice that a chatbot adopts to engage users effectively.

Chatbot Session

A chatbot session is a defined interaction period between a user and a chatbot.

Chatbot Small Talk

Chatbot Small Talk refers to casual interactions that AI chatbots engage in to build rapport with users.

Chatbot Training

Chatbot training is the process of teaching an AI chatbot to understand and respond accurately to user queries.

Chatbot Trigger

A chatbot trigger is a predefined condition that initiates an automated response from a chatbot.

Chatbot Widget

A chatbot widget is an embedded tool on websites or applications that enables real-time communication with users.

Conversation History

Conversation History refers to the record of all interactions between a user and a chatbot.

Conversational AI

Conversational AI is a technology that allows machines to simulate human conversation using natural language processing and machine learning.

Decision Tree Chatbot

A decision tree chatbot is an AI-driven tool that guides users through a structured flow of questions to reach a specific outcome.

Dialog Flow

Dialog Flow is a natural language processing platform designed for building conversational interfaces.

Dialog Tree

A dialog tree is a structured flow of conversation paths in chatbot design that dictates how interactions unfold based on user input.

Embed Code

Embed code is a snippet of HTML that allows you to integrate tools, such as chatbots, into your website.

Entity Extraction

Entity extraction is the process of identifying and classifying key information from text data.

Exit Intent Trigger

An exit intent trigger is a technique used to detect when a user is about to leave a website.

Fallback Intent

Fallback intent is a default response mechanism used by chatbots when they don't understand a user's input.

FAQ Bot

An FAQ Bot is an AI chatbot designed to answer frequently asked questions automatically.

Hybrid Chatbot

A hybrid chatbot combines artificial intelligence with human support to provide effective customer service.

Intent Classification

Intent classification is the process of determining the intent behind a user's input in a conversation.

Intent Recognition

Intent recognition is the process of identifying a user's intention from their input, crucial for effective chatbot interactions.

Lead Capture Bot

A lead capture bot is an AI-powered conversational tool designed to engage visitors and collect their contact information.

Multilingual Chatbot

A multilingual chatbot is an AI-driven conversational agent capable of understanding and responding in multiple languages.

Natural Language Generation (NLG)

Natural Language Generation (NLG) is a branch of AI that converts structured data into human-readable text.

NLP Chatbot

An NLP chatbot is an AI-driven conversational agent that understands and responds to human language.

Omnichannel Chatbot

An omnichannel chatbot is a conversational agent that provides a seamless customer experience across multiple communication channels.

Proactive Chat

Proactive chat refers to the practice of initiating conversations with website visitors before they engage.

Qualification Bot

A qualification bot is an AI-driven tool designed to assess and qualify leads based on predefined criteria.

Rule-Based Chatbot

A rule-based chatbot is a type of automated conversational agent that follows predefined rules to interact with users.

Sentiment Analysis

Sentiment analysis is the process of determining the emotional tone behind a series of words.

Slot Filling

Slot filling is a process in chatbot interactions where specific pieces of information are extracted to complete user requests.

Transactional Bot

A transactional bot is an AI-powered chatbot designed to facilitate specific transactions or actions for users.

Typing Indicator

A typing indicator is a feature in chat applications that shows users when someone is typing a message.

Utterance (Chatbot)

An utterance in a chatbot refers to any spoken or typed input from a user that the chatbot processes.

Voice Bot

A voice bot is an AI system that interacts with users through spoken language, providing responses and assistance.

Welcome Message (Chatbot)

A welcome message in a chatbot is the initial greeting that sets the tone for user interaction.

40 terms

CX & Support

Abandonment Rate

Abandonment Rate refers to the percentage of users who leave a process before completing it.

Average Handle Time (AHT)

Average Handle Time (AHT) is the average duration spent handling a customer interaction, including talk and follow-up time.

Average Resolution Time

Average Resolution Time (ART) measures the average time taken to resolve customer inquiries or issues.

Case Deflection

Case deflection is the strategy of minimizing direct customer support inquiries by providing effective self-service options.

CES (Customer Effort Score)

Customer Effort Score (CES) measures how easy it is for customers to interact with a service or product.

Churn Prediction

Churn prediction refers to the process of identifying customers who are likely to stop using a product or service.

Churn Rate

Churn rate is the percentage of customers who stop using a service during a specific time frame.

Contact Center

A contact center is a centralized hub for managing customer interactions across multiple channels.

CRM (Customer Relationship Management)

CRM is a strategy for managing a company's interactions with current and potential customers.

Cross-Sell

Cross-sell is the practice of suggesting related products or services to customers during their purchasing journey.

CSAT (Customer Satisfaction Score)

CSAT, or Customer Satisfaction Score, quantifies how satisfied customers are with a business's products or services.

Customer Experience (CX)

Customer Experience (CX) refers to the overall perception and interaction a customer has with a brand throughout their journey.

Customer Feedback Loop

A customer feedback loop is a continuous process of gathering and analyzing customer feedback to improve products and services.

Customer Journey

The Customer Journey is the process customers go through when interacting with a brand, from awareness to purchase and beyond.

Customer Lifetime Value (LTV)

Customer Lifetime Value (LTV) is the total revenue a business expects from a customer throughout their entire relationship.

Customer Onboarding

Customer onboarding is the process that helps new users get acquainted with a product or service effectively.

Customer Retention

Customer retention is the process of keeping existing customers engaged and loyal to a brand over time.

Customer Segmentation

Customer segmentation is the process of dividing a customer base into distinct groups based on shared traits.

Customer Success

Customer success is a proactive approach to ensuring customers achieve their desired outcomes while using a product or service.

Customer Support Automation

Customer support automation uses technology to handle customer inquiries and issues without human intervention.

Deflection Rate

Deflection Rate measures the percentage of customer inquiries that are resolved without human intervention.

Escalation (Customer Service)

Escalation in customer service refers to the process of transferring a customer issue to a higher level of support.

First Contact Resolution (FCR)

First Contact Resolution (FCR) is the ability to resolve a customer's issue during their first interaction with a service provider.

First Response Time (FRT)

First Response Time (FRT) is the duration taken for a customer to receive an initial reply from a support channel.

Helpdesk

A helpdesk is a service that provides support and solutions to customer inquiries and issues.

Knowledge Management

Knowledge Management is the process of creating, sharing, using, and managing the knowledge and information of an organization.

Lead Generation

Lead generation is the process of attracting and converting potential customers into interest in a product or service.

Multichannel Customer Service

Multichannel customer service refers to providing support to customers through multiple communication channels.

NPS (Net Promoter Score)

NPS, or Net Promoter Score, is a metric used to gauge customer loyalty and satisfaction based on their likelihood to recommend a company's products or services.

Omnichannel Support

Omnichannel Support refers to a seamless customer service experience across various channels and touchpoints.

Queue Time (Customer Service)

Queue time in customer service is the period customers wait before receiving assistance.

Resolution Rate

Resolution Rate refers to the percentage of interactions that are successfully resolved without further escalation.

Self-Service

Self-service allows customers to access information and services independently without direct assistance.

Service Level Objective (SLO)

A Service Level Objective (SLO) is a specific measurable goal tied to a service's performance.

SLA (Service Level Agreement)

A Service Level Agreement (SLA) is a formal document that outlines the expected level of service between a provider and a client.

Ticket Routing

Ticket routing is the process of directing customer inquiries to the appropriate support agents based on specific criteria.

Ticket System

A ticket system is a tool that organizes and manages customer support requests.

Upsell

Upselling is the practice of encouraging customers to purchase a more expensive item or add-ons to enhance their original purchase.

User Engagement

User engagement is the measure of how effectively users interact with a product or service.

Voice of Customer (VoC)

Voice of Customer (VoC) refers to the feedback and insights gathered from customers about their experiences with a product or service.

40 terms

Technical

API Key

An API key is a unique identifier used to authenticate a client making requests to an API.

Caching (Web)

Caching is the process of storing copies of files or data to improve access speed and performance.

CCPA (California Consumer Privacy Act)

The CCPA is a California law that grants residents enhanced rights regarding their personal data and privacy.

CDN (Content Delivery Network)

A Content Delivery Network (CDN) is a system of distributed servers that deliver web content based on the user's geographic location.

Cookie Consent

Cookie consent refers to the process of obtaining user permission before storing cookies on their device.

Cosine Similarity

Cosine similarity measures the cosine of the angle between two vectors in a multi-dimensional space.

Data Anonymization

Data anonymization is the process of removing personally identifiable information from data sets, making it impossible to link data back to individuals.

Data Lake

A Data Lake is a centralized repository that stores vast amounts of raw data in its native format until needed.

Data Pipeline

A data pipeline is a series of data processing steps that automate the movement and transformation of data.

Data Residency

Data residency refers to the physical or geographical location where data is stored and processed.

Data Warehouse

A data warehouse is a centralized repository for storing, managing, and analyzing large volumes of structured and unstructured data.

Database Sharding

Database sharding is the practice of splitting a database into smaller, more manageable pieces called shards.

DPA (Data Processing Agreement)

A Data Processing Agreement (DPA) is a legal contract that outlines the responsibilities of parties in processing personal data.

Edge Computing

Edge computing is a distributed computing paradigm that brings computation and data storage closer to the sources of data.

Encryption at Rest

Encryption at rest is a security measure that protects stored data from unauthorized access.

End-to-End Encryption

End-to-End Encryption (E2EE) is a method of data transmission where only the communicating users can read the messages.

ETL (Extract, Transform, Load)

ETL is a data processing framework that involves extracting data from various sources, transforming it into a desired format, and loading it into a target system.

Event-Driven Architecture

Event-Driven Architecture (EDA) is a design pattern where system components communicate through events.

GDPR

GDPR, or General Data Protection Regulation, is a comprehensive data protection law in the EU.

GraphQL

GraphQL is a query language for APIs that allows clients to request only the data they need.

HIPAA

HIPAA, or the Health Insurance Portability and Accountability Act, is a U.S. law designed to protect patient health information.

JSON-LD

JSON-LD is a method of encoding linked data using JSON.

JWT (JSON Web Token)

JWT (JSON Web Token) is a compact, URL-safe means of representing claims to be transferred between two parties.

Load Balancing

Load balancing is the process of distributing network traffic across multiple servers to optimize resource use and maximize throughput.

Message Queue

A message queue is a communication method for applications to send and receive messages in a reliable and asynchronous manner.

Microservices

Microservices are an architectural style that structures an application as a collection of loosely coupled services.

OAuth 2.0

OAuth 2.0 is an authorization framework that enables third-party applications to obtain limited access to user accounts on an HTTP service.

PII (Personally Identifiable Information)

PII is any information that can be used to identify an individual, such as names, addresses, and phone numbers.

Rate Limiting

Rate limiting is a technique used to control the number of requests a user can make to a service within a specified time frame.

REST API

A REST API is an architectural style for designing networked applications that allows systems to communicate over HTTP.

SAML

SAML (Security Assertion Markup Language) is an XML-based protocol for exchanging authentication and authorization data between parties.

Schema.org

Schema.org is a collaborative project that provides a collection of shared vocabularies for structured data on the web.

Serverless Computing

Serverless computing is a cloud computing execution model where the cloud provider dynamically manages the allocation of machine resources.

Sitemap.xml

A Sitemap.xml is a file that lists all the pages of a website to help search engines understand its structure.

SOC 2

SOC 2 is a framework for managing customer data based on five trust service criteria: security, availability, processing integrity, confidentiality, and privacy.

SSO (Single Sign-On)

SSO (Single Sign-On) allows users to access multiple applications with one set of login credentials.

Structured Data (SEO)

Structured Data is a standardized format for providing information about a webpage's content to search engines.

Webhook

A webhook is a method for one application to send real-time data to another application whenever a specific event occurs.

Webhook Signature

A webhook signature is a cryptographic code that ensures the authenticity of webhook messages.

WebSocket

WebSocket is a communication protocol that enables two-way interactive communication between a user's browser and a server.

20 terms

Voice & Multimodal

AI Image Generation

AI image generation is the process of using artificial intelligence to create images from textual descriptions or other forms of input.

ASR (Automatic Speech Recognition)

ASR, or Automatic Speech Recognition, is a technology that converts spoken language into text.

Conversational IVR

Conversational IVR is an interactive voice response system that uses natural language processing to understand and respond to user inquiries.

DALL-E

DALL-E is an AI model that generates images from textual descriptions.

GPT-4V (Vision)

GPT-4V (Vision) is an advanced AI model that interprets and generates responses based on visual inputs.

IVR (Interactive Voice Response)

IVR is a technology that allows callers to interact with a computer system through voice or keypad input.

Lip-Sync AI

Lip-Sync AI refers to technology that aligns visual mouth movements with spoken audio to create realistic speech animations.

Multimodal Agent

A multimodal agent is an AI system that processes and integrates multiple modes of interaction, such as text, voice, and images.

Neural Voice

Neural Voice refers to AI-generated voice that mimics human speech with natural intonation and clarity.

OCR (Optical Character Recognition)

OCR is a technology that converts different types of documents, such as scanned paper documents or images, into editable and searchable data.

Speech Emotion Detection

Speech Emotion Detection is the technology that identifies human emotions through vocal patterns.

STT (Speech-to-Text)

STT, or Speech-to-Text, is a technology that converts spoken language into written text.

TTS (Text-to-Speech)

TTS (Text-to-Speech) is a technology that converts text into spoken voice output.

Video AI

Video AI refers to the use of artificial intelligence to analyze, generate, or enhance video content.

Vision LLM

Vision LLM is an advanced language model designed to process and understand voice inputs effectively.

Visual Search

Visual search is the process of using images instead of text to find information or products online.

Voice Agent

A Voice Agent is an AI-powered system that interacts with users through voice commands and responses.

Voice AI

Voice AI refers to artificial intelligence technologies that enable machines to understand and generate human speech.

Voice Cloning

Voice cloning is the process of using AI to create a synthetic replica of a person's voice.

Wake Word Detection

Wake word detection is a technology that identifies a specific phrase or word to activate a voice assistant.

20 terms