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Glossary

Decagon’s AI and CX glossary

The world of agentic AI and modern customer experience moves fast. This glossary breaks down the most important concepts in plain language, so your team can evaluate, deploy, and scale CX platforms with confidence.

A

AI grounding

AI hallucinations

AI observability

AI tokens

After-call work (ACW)

Agent quality score

Agentic AI

Automatic Speech Recognition (ASR)

Average handling time (AHT)

Average speed of answer (ASA)

B

Business process outsourcing (BPO)

C

Call abandon rate

Call center

Chatbot containment rate

Contact center as a service (CCaaS)

Contact rate

Context window

Contextual analysis

Conversational AI

Conversational AI design

Conversational commerce

Customer effort score (CES)

Customer health score

Customer satisfaction score (CSAT)

D

Deflection rate

Dialogue state tracking (DST)

E

Entity extraction

Escalation rate

F

Few-shot learning

First contact resolution (FCR)

First response time (FRT)

G

H

Human-in-the-loop (HITL)

I

ISO 42001

Intent detection

Interactive voice response (IVR)

J

K

Knowledge base

Knowledge graph

L

Lifetime value (LTV)

M

Model context protocol

Model drift

Multi-turn conversation

N

Net Promoter Score (NPS)

O

Omnichannel customer support

P

Prompt engineering

Prosody

Q

R

Reinforcement learning

Resolution rate

Resolution-based pricing

Retrieval augmented generation (RAG)

S

Self-service rate

Sentiment analysis

Speech to intent

T

Telephony

Ticketing system

U

V

Voice activity detection (VAD)

Voice of the customer (VoC)

Voice over Internet Protocol (VoIP)

W

WISMO (where is my order)

X

Y

Z

AI agents for concierge customer experience

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