Glossary

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A platform for managing, tracking, and delivering training or educational content.

A point where companies collect and analyze customer feedback.

Distributing customer contacts evenly across agents, queues, or sites.

A method for identifying the difference between the current state and desired goals, then determining the steps needed to close that gap.

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.

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