Glossary

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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.

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.

A telecom service that sends specific identifying numbers to a business so they know which number the customer dialed.

An estimate of how long a customer will wait in a queue before being served by an agent.

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