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
After-call work (ACW)
Agent assist
Agentic AI
Agent occupancy
Agent quality score
Agent utilization rate
AI agent handoff
AI agent memory
AI agent orchestration
AI compliance
AI concierge
AI grounding
AI guardrails
AI hallucinations
AI observability
AI personalization
AI tokens
AI voice agent
AI workflow automation
Asynchronous messaging
Attention mechanism
Authentication
Automatic call distributor
Automatic Speech Recognition (ASR)
Auto-tagging
Average handling time (AHT)
Average resolution time (ART)
Average speed of answer (ASA)
Average wait time
B
Business process outsourcing (BPO)
Buy online, pick up in store (BOPIS)
C
Call abandon rate
Call center
Call center shrinkage
Call routing
Canned response
Chatbot containment rate
Confidence score
Contact center as a service (CCaaS)
Contact rate
Contextual analysis
Context window
Conversational AI
Conversational AI design
Conversational analytics
Conversational commerce
Conversational IVR
Conversation summarization
Cost per contact
Cost-per-resolution
Customer acquisition cost
Customer churn rate
Customer effort score (CES)
Customer health score
Customer journey mapping
Customer onboarding
Customer retention rate
Customer satisfaction score (CSAT)
Customer segmentation
D
Data annotation
Deflection rate
Dialogue state tracking (DST)
Dual-tone multi-frequency (DTMF)
E
Echo cancellation (AEC)
Emotion detection
Entity extraction
Escalation rate
Explainable AI
F
Fallback intent
Few-shot learning
Fine-tuning
First contact resolution (FCR)
First response time (FRT)
G
Generative AI for customer service
H
Hallucination detection
Help desk
Hill climbing
Human-in-the-loop (HITL)
I
Inference time
Intelligent Virtual Agent (IVAs)
Intent detection
Intent recognition
Interactive voice response (IVR)
ISO 27001
ISO 42001
J
K
Knowledge base
Knowledge graph
L
Large language model
