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.
Retrieval augmented generation (RAG)
S
Schedule adherence
Self-service rate
Semantic caching
Semantic search
Sentiment analysis
Service level agreement (SLA)
Session border controller
Shadow AI
Short message service (SMS)
SIP transfer
Skill-based routing
SLA compliance rate
Small language model
SOC 2 Type II
Speaker diarization
Speech synthesis
Speech to intent
Speech to speech
SSML
Structured output
Support ticket
System prompt
T
Telephone Consumer Protection Act (TCPA)
Telephony
Text classification
Ticket deflection
Ticketing system
Ticket prioritization
Ticket routing
Ticket volume
Tiered support
Token limit
Tone of voice in AI
Tool calling
Topic modeling
Transfer learning
Turn-taking (conversational AI)
U
Utterance
V
Vector embedding
Voice activity detection (VAD)
Voice agent barge-in
Voice AI vs conversational AI
Voice biometrics
Voicebot
Voice cloning
Voice of the customer (VoC)
Voice of the employee (VoE)
Voice over Internet Protocol (VoIP)
VoIP jitter
W
Wake word
Warm handoff
Warm transfer vs. cold transfer
WhatsApp Business API
WISMO (where is my order)
Word Error Rate (WER)
Workforce management
Workforce optimization (WFO)
X
Y
Z
Zero data retention AI
Zero-shot learning
