Glossary

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Any digital communication between a patient and a healthcare provider, such as via telehealth, patient portals, or secure messages.

An AI-driven virtual assistant that helps customers via text-based interactions.

The experience customers have when shopping or interacting with a retail brand online, focusing on ease, personalization, and satisfaction.

Any message (email, SMS, voice, chat) sent from agents to customers as part of service delivery.

Online tools or platforms that let customers solve problems or complete tasks on their own, without needing a service agent.

A digital assistant that supports customer service teams in delivering smoother, personalized experiences.

A program that automatically dials phone numbers, reducing the need for manual calling.

Tactics companies use to protect customer data while still delivering personalized service.

Software built for public agencies to improve how they serve citizens and manage interactions.

Comprehensive tools and strategies used to upgrade how customers experience a brand.

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