Category: Glossary

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

A program that automatically dials phone numbers, reducing the need for manual calling.

Tactics companies use to protect customer data while still delivering personalized service.

Outsourcing customer-facing tasks—like support or chat—to third parties to improve efficiency.

AI chatbots that help customers solve problems without human involvement.

Strategies to improve and control how customers experience a brand.

Key data points that show how well a company is meeting customer expectations.

Tools and services that help companies deliver better customer interactions.

Comments and insights from customers about their experiences, collected formally or informally.

Software that analyzes conversations and messages to improve service quality.