Glossary

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  • September 22, 2025
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Knowledge Management

The process of capturing, organizing, sharing, and effectively using organizational knowledge to improve efficiency, decision-making, and customer service.

  • September 22, 2025
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Listening Post

A point where companies collect and analyze customer feedback.

  • September 22, 2025
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Gamification

The use of game elements like points, badges, and leaderboards to encourage productive behavior and boost engagement among employees.

  • September 22, 2025
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Gap Analysis

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

  • September 22, 2025
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Generative AI for CX

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

  • September 22, 2025
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Generative AI in Customer Support

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

  • September 22, 2025
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Grammar (Speech Recognition)

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

  • September 22, 2025
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GrXML

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