Glossary

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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.

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

Technology that identifies human emotions by analyzing tone, facial expressions, voice, and other cues.

AI that listens to how someone speaks—tone, speed, and emotion—to detect how they’re feeling during a call.

How involved, motivated, and connected employees feel with their work and the organization.

A math formula used to calculate how many agents are needed in a contact center to meet service level targets.

Customer opinions or comments collected directly—such as through surveys—about a product, service, or experience.

Calculations used to predict the right number of staff needed to handle expected call volume while maintaining quality.

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