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
B
Business process outsourcing (BPO)
C
Contact center as a service (CCaaS)
Customer effort score (CES)
Customer satisfaction score (CSAT)
D
Deflection rate
E
F
G
H
Human-in-the-loop (HITL)
I
Interactive voice response (IVR)
J
K
L
M
N
Net Promoter Score (NPS)
O
P
Q
R
Retrieval augmented generation (RAG)
S
Self-service rate
T
U
V
W
X
Y
Z
The future of customer experience starts here.
