Category: Glossary

The application of generative AI to improve customer experience by creating dynamic, personalized responses and content.

The use of generative AI to automatically generate replies and solutions for customer inquiries, improving speed and personalization.

A list of possible spoken responses programmed into an IVR system to help recognize and respond to user input.

An XML-based format for defining grammars used in speech recognition systems, specifying what words or phrases to recognize.

The quality of service and attentiveness received by guests from staff in places like hotels and restaurants.

A phone call that has been completely managed by an agent, from answering the call to resolving the customer’s issue.

The physical devices and equipment—like servers, computers, and phones—used in a contact center.

Information recorded from past events, often used to analyze trends and improve future performance.

Customer experiences that are highly customized using data, designed to match each person’s specific needs, behavior, and preferences.

The time when a contact center agent is logged in and ready to work but not currently handling a customer interaction.