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 agent handoff
AI compliance
AI grounding
AI guardrails
AI hallucinations
AI observability
AI tokens
AI voice agent
After-call work (ACW)
Agent assist
Agent occupancy
Agent quality score
Agentic AI
Authentication
Auto-tagging
Automatic Speech Recognition (ASR)
Automatic call distributor
Average handling time (AHT)
Average resolution time (ART)
Average speed of answer (ASA)
B
Business process outsourcing (BPO)
Buy online, pick up in store (BOPIS)
C
Call abandon rate
Call center
Call center shrinkage
Chatbot containment rate
Contact center as a service (CCaaS)
Contact rate
Context window
Contextual analysis
Conversational AI
Conversational AI design
Conversational IVR
Conversational analytics
Conversational commerce
Cost-per-resolution
Customer churn rate
Customer effort score (CES)
Customer health score
Customer satisfaction score (CSAT)
D
Deflection rate
Dialogue state tracking (DST)
Dual-tone multi-frequency (DTMF)
E
Echo cancellation (AEC)
Entity extraction
Escalation rate
F
Few-shot learning
Fine-tuning
First contact resolution (FCR)
First response time (FRT)
G
Generative AI for customer service
H
Hallucination detection
Hill climbing
Human-in-the-loop (HITL)
I
ISO 27001
ISO 42001
Inference time
Intelligent Virtual Agent (IVAs)
Intent detection
Interactive voice response (IVR)
J
K
Knowledge base
Knowledge graph
L
Latency
Lifetime value (LTV)
M
Model context protocol
Model drift
Multi-turn conversation
Multimodal AI
N
NLG (natural language generation)
NLU (natural language understanding)
Natural language processing (NLP)
Net Promoter Score (NPS)
Next-best action
O
Omnichannel customer support
P
Predictive dialer
Proactive customer support
Prompt engineering
Prosody
Public Switched Telephone Network (PSTN)
Q
QA in customer service
R
Reinforcement learning
Resolution rate
