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 grounding
AI hallucinations
AI observability
AI tokens
After-call work (ACW)
Agent quality score
Agentic AI
Automatic Speech Recognition (ASR)
Average handling time (AHT)
Average speed of answer (ASA)
B
Business process outsourcing (BPO)
C
Call abandon rate
Call center
Chatbot containment rate
Contact center as a service (CCaaS)
Contact rate
Context window
Contextual analysis
Conversational AI
Conversational AI design
Conversational commerce
Customer effort score (CES)
Customer health score
Customer satisfaction score (CSAT)
D
Deflection rate
Dialogue state tracking (DST)
E
Entity extraction
Escalation rate
F
Few-shot learning
First contact resolution (FCR)
First response time (FRT)
G
H
Human-in-the-loop (HITL)
I
ISO 42001
Intent detection
Interactive voice response (IVR)
J
K
Knowledge base
Knowledge graph
L
Lifetime value (LTV)
M
Model context protocol
Model drift
Multi-turn conversation
N
Net Promoter Score (NPS)
O
Omnichannel customer support
P
Prompt engineering
Prosody
Q
R
Reinforcement learning
Resolution rate
Resolution-based pricing
Retrieval augmented generation (RAG)
S
Self-service rate
Sentiment analysis
Speech to intent
T
Telephony
Ticketing system
U
V
Voice activity detection (VAD)
Voice of the customer (VoC)
Voice over Internet Protocol (VoIP)
W
WISMO (where is my order)
X
Y
Z
