AI and CX Glossary for Contact Centers

Explore definitions of key terms.

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Agent assist What is agent assist? Agent assist is AI-powered software that listens to or monitors a customer interaction in real time and then surfaces relevant guidance on the agent’s screen. As the conversation…
AI chat agent What is an AI chat agent? An AI chat agent is an AI-powered system that handles text-based customer interactions on digital channels such as your website, mobile app or any messaging platform…
AI SMS agent What is an AI SMS agent? An AI SMS agent is a system that conducts customer interactions over text message using artificial intelligence to understand what customers send, respond in natural language…
AI voice agent What is an AI voice agent? An AI voice agent is an automated system that handles inbound or outbound phone calls through natural, conversational interaction. Instead of asking callers to press 1…
Auto QA (automated quality assurance) What is Auto QA? Auto QA is the use of AI to evaluate customer-agent interactions automatically. That means scoring calls, chats and emails against defined quality criteria without a supervisor having to…

CX automation What is CX automation? CX automation (or customer experience automation) is the application of AI and other software to handle customer interactions, workflows and processes without requiring manual intervention from a human…

IVR (interactive voice response) What is IVR? IVR, or interactive voice response, is an automated telephony system that interacts with callers to resolve their issue or connect them to a live agent. When you call a…

Predictive dialer What is a predictive dialer? A predictive dialer is an automated outbound calling system that dials multiple phone numbers simultaneously, screens out voicemails, busy signals and disconnected lines and connects available agents…