Glossary

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Web platforms enabling customers to solve problems or access account info independently.

AI-based analysis that detects customer emotions and tone during interactions to assess satisfaction or urgency.

A numeric score (0–100) that reflects how positive or negative a customer interaction was.

The amount of time it takes to respond to a customer contact such as a call, email, or message.

A voice or text message that guides users to take a specific action in an IVR system.

Technologies and strategies used by retailers to enhance customer experience and satisfaction.

The global network of interconnected telephone systems used for voice communication.

Technology that automates repetitive, rule-based tasks using digital bots.

The traditional circuit-switched telephone network that connects calls worldwide.

Tools that use RPA to streamline operations, reduce manual work, and improve efficiency.

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