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.
Resolution-based pricing
Retrieval augmented generation (RAG)
S
SIP transfer
SOC 2 Type II
Self-service rate
Sentiment analysis
Short message service (SMS)
Speech synthesis
Speech to intent
Speech to speech
T
Telephone Consumer Protection Act (TCPA)
Telephony
Ticket deflection
Ticket routing
Ticket volume
Ticketing system
Tiered support
Token limit
Tone of voice in AI
U
V
Voice activity detection (VAD)
Voice biometrics
Voice of the customer (VoC)
Voice over Internet Protocol (VoIP)
W
WISMO (where is my order)
Warm transfer vs. cold transfer
Workforce management
X
Y
Z
