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.
Voice agent barge-in
Voice AI vs conversational AI
Voice biometrics
Voice of the customer (VoC)
Voice over Internet Protocol (VoIP)
W
Warm transfer vs. cold transfer
WISMO (where is my order)
Workforce management
Workforce optimization (WFO)
X
Y
Z
Zero data retention AI
Zero-shot learning
