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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

AI hallucinations

AI observability

Agent quality score

Agentic AI

Average handling time (AHT)

B

Business process outsourcing (BPO)

C

Call abandon rate

Contact center as a service (CCaaS)

Conversational AI

Conversational AI design

Customer effort score (CES)

Customer satisfaction score (CSAT)

D

Deflection rate

E

Escalation rate

F

G

H

Human-in-the-loop (HITL)

I

Intent detection

Interactive voice response (IVR)

J

K

Knowledge base

Knowledge graph

L

M

N

Net Promoter Score (NPS)

O

Omnichannel customer support

P

Prompt engineering

Q

R

Resolution rate

Resolution-based pricing

Retrieval augmented generation (RAG)

S

Self-service rate

Sentiment analysis

T

U

V

Voice of the customer (VoC)

W

X

Y

Z

AI agents for concierge customer experience

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