Category: Glossary

The full experience that students, applicants, or faculty have with an educational institution—how they communicate, access services, and get support.

Platforms and tools that help schools and universities improve student engagement, communication, and support throughout the learning process.

Digital tools and systems that support teaching and learning, helping students and educators achieve better results.

The percentage of customers who continue using a service over a certain period.

Any digital communication between a patient and a healthcare provider, such as via telehealth, patient portals, or secure messages.

An AI-driven virtual assistant that helps customers via text-based interactions.

The experience customers have when shopping or interacting with a retail brand online, focusing on ease, personalization, and satisfaction.

Any message (email, SMS, voice, chat) sent from agents to customers as part of service delivery.

Online tools or platforms that let customers solve problems or complete tasks on their own, without needing a service agent.

A digital assistant that supports customer service teams in delivering smoother, personalized experiences.