Glossary
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Agent Quality Monitoring
What is Agent Quality Monitoring? Agent quality monitoring is the ongoing process of reviewing customer conversations, whether handled by human...
Agentic AI
What is Agentic AI? Agentic AI refers to a type of artificial intelligence that can autonomously plan, make decisions, and carry out tasks to...
Agentic Voice AI
What is Agentic Voice AI? Agentic voice AI describes a voice agent that can independently plan and carry out multi-step tasks, rather than simply...
AI Automation
What is AI Automation? AI Automation integrates Artificial Intelligence capabilities into business processes to execute tasks autonomously, often...
AI chatbot
What is AI Chatbot? AI Chatbots are intelligent virtual assistants that use natural language processing to simulate human conversation via texts....
AI Cold Calling
What is AI Cold Calling? AI cold calling is the use of AI voice agents to call people who have not previously interacted with a business or...
AI Conversations
What is AI Conversations? AI Conversations refer to natural language interactions between humans and artificial intelligence systems. These systems...
AI for Business
What is AI for Business? AI for Business involves the strategic application of artificial intelligence technologies to optimize operations, enhance...
AI IVR
What is AI IVR? AI IVR, short for Artificial Intelligence Interactive Voice Response, is an interactive voice response system that uses speech...
AI Outbound Calling
What is AI Outbound Calling? AI outbound calling is the use of AI voice agents to initiate phone calls to customers, rather than waiting for...
AI Receptionist
What is an AI Receptionist? An AI receptionist is a voice AI system that answers incoming calls the way a human front-desk receptionist would:...
AI Voice Agent
What is an AI Voice Agent? An AI voice agent is a software system that conducts a spoken conversation over a phone call or voice channel,...
AI Voice Generator
What Is an AI Voice Generator? An AI voice generator is a system that synthesises human-like speech from input, typically written text, though...
API Rate Limiting
What is API Rate Limiting? API rate limiting is a control that restricts how many requests a client can make to an API within a given time window,...
Auto Dialer
Definition: An auto dialer is a software application that automatically dials a list of phone numbers, connecting agents only when calls are...
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Barge-In (Voice AI)
What is Barge-In (Voice AI)? Barge-in, in a voice AI context, is the ability for a caller to interrupt a system's spoken prompt or response before it...
Blended Agent
What is a Blended Agent? A blended agent is a contact center agent trained and equipped to handle both inbound and outbound calls, or multiple...
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Co-browsing
Definition: Co-browsing is a technology that allows agents and customers to view and interact with the same webpage or application during a support...
Code-Mixed NLU (Hinglish/Code-Switching)
What is Code-Mixed NLU (Hinglish/Code-Switching)? Code-mixed NLU is the capability of a natural language understanding system to correctly interpret...
Composability
Definition: Composability refers to the design principle where systems are built from interchangeable components that can be easily assembled to...
Contact Center Artificial Intelligence
Definition: Contact Center AI utilizes artificial intelligence technologies to enhance customer interactions and streamline service processes. Key...
Contact Center Chatbots
Definition: A call center chatbot is an AI-driven application that engages with customers to provide instant responses and assistance during...
Conversational AI and its Usecases
What is Conversational AI? Conversational AI is a branch of AI that enables machines to understand, process, and respond to human language in...
Conversational IVR
What is Conversational IVR? Conversational IVR is a phone menu system that lets callers state what they need in natural language, instead of...
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Disaster Recovery
Definition: Disaster recovery is a set of policies and procedures aimed at enabling the recovery or continuation of vital technology infrastructures...
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Latency (Voice AI)
What is Latency in Voice AI? Latency, in voice AI, is the delay between when a caller finishes speaking and when the system's spoken response begins....
Live Chat
What is Live Chat? Live chat is a real-time text-based communication channel that lets a customer talk with a support or sales agent directly through...
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Multilingual Voice AI
What is Multilingual Voice AI? Multilingual voice AI refers to voice assistants and voicebots capable of understanding and responding in more than...
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SIP Trunk for Voice AI
What is a SIP Trunk for Voice AI? A SIP trunk is a connection that carries phone calls as data over the internet, using the Session Initiation...
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Vernacular Voicebot
What is a Vernacular Voicebot? A vernacular voicebot is a voice AI system built to understand and respond in a region's local, everyday language, as...
Virtual Agent
Definition: A virtual agent is an AI-driven tool designed to simulate human conversation and assist users through automated interactions. Key...
Voice AI Latency
What is Voice AI Latency? Voice AI latency is the delay between when a caller finishes speaking and when the AI system starts responding. It is one...
Voice Assistant
What is a Voice Assistant? A voice assistant (also called a voice AI, voice bot, or conversational IVR) is a software application that uses a...
Voice Assistant vs. Voicebot vs. IVR
What is a Voice Assistant vs. Voicebot vs. IVR? These three terms are often used loosely and interchangeably, but they refer to meaningfully...
Voice Cloning
What is Voice Cloning? Voice cloning is the use of AI to create a synthetic replica of a specific person's voice, capable of speaking new sentences...
Voicebot API
What is a Voicebot API? A voicebot API is a set of programming interfaces that let a business connect a voice AI system to its own applications,...
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What are AI Agents?
Definition: AI Agents are software programs powered by artificial intelligence that can autonomously perceive their environment, make decisions, and...
What is Text-to-Speech (TTS)?
Definition: Text-to-Speech (TTS) is a technology that converts written text into spoken audio. It enables machines to communicate in natural-sounding...