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Glossary
Plain, source-focused definitions of customer communication and AI support terms.
AI agent
An AI agent is software that autonomously understands and answers customer questions and takes actions when needed.
RAG (retrieval-augmented generation)
RAG is a method where a language model retrieves relevant documents and grounds its answer in them.
Deflection / automated resolution rate
The deflection rate is the percentage of conversations resolved by AI without handing off to an operator.
CSAT (customer satisfaction)
CSAT is a score measuring how satisfied customers are with an interaction.
Omnichannel
Omnichannel is the unification of all messaging channels into one seamless experience.
Knowledge base
A knowledge base is the collection of content you verify, on which the AI agent grounds its answers.
The terms are simple; seeing it work is simpler.
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