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.
Latency
Lifetime value (LTV)
Live chat
M
Model context protocol
Model drift
Multimodal AI
Multi-turn conversation
N
Named entity recognition
Natural language processing (NLP)
Net Promoter Score (NPS)
Next-best action
NLG (natural language generation)
NLU (natural language understanding)
O
Omnichannel customer support
P
Predictive dialer
Proactive customer support
Prompt engineering
Prosody
Public Switched Telephone Network (PSTN)
Q
QA in customer service
Queue management
R
Reinforcement learning
Resolution-based pricing
Resolution rate
Responsible AI
Retrieval augmented generation (RAG)
S
Self-service rate
Semantic search
Sentiment analysis
Service level agreement (SLA)
Short message service (SMS)
SIP transfer
Skill-based routing
SLA compliance rate
SOC 2 Type II
Speech synthesis
Speech to intent
Speech to speech
T
Telephone Consumer Protection Act (TCPA)
Telephony
Text classification
Ticket deflection
Ticketing system
Ticket prioritization
Ticket routing
Ticket volume
Tiered support
Token limit
Tone of voice in AI
Transfer learning
U
V
Vector embedding
Voice activity detection (VAD)
Voice biometrics
Voice of the customer (VoC)
Voice over Internet Protocol (VoIP)
W
Warm transfer vs. cold transfer
WISMO (where is my order)
Workforce management
Workforce optimization (WFO)
X
Y
Z
Zero-shot learning
