AI Glossary

AI Customer Support Glossary

Plain-English definitions for the key terms in AI chatbots, conversational AI, and customer engagement technology.

AI Chatbot
Software that uses AI to simulate human-like conversations with customers, handling support and sales 24/7.
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Conversational AI
Technologies that enable computers to understand and respond to human language naturally in real-time dialogue.
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Customer Engagement Platform
Software that helps businesses interact with customers across channels using automation and AI.
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Live Chat
Real-time messaging on websites that connects visitors with support agents or AI chatbots instantly.
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Lead Generation Chatbot
An AI agent that qualifies website visitors and captures contact info through natural conversation.
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RAG (Retrieval-Augmented Generation)
AI technique that retrieves relevant data from your knowledge base before generating responses — ensuring accuracy.
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Sentiment Analysis
AI that detects emotional tone in messages — identifying frustration, satisfaction, or urgency in real time.
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