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Glossary

Decagon’s AI and CX glossary

The world of agentic AI and modern customer experience moves fast. This glossary breaks down the most important concepts in plain language, so your team can evaluate, deploy, and scale CX platforms with confidence.

A

Agent quality score

B

Business process outsourcing (BPO)

C

Contact center as a service (CCaaS)

Conversational AI

Customer effort score (CES)

Customer satisfaction score (CSAT)

D

Deflection rate

E

Escalation rate

F

G

H

Human-in-the-loop (HITL)

I

Intent detection

Interactive voice response (IVR)

J

K

Knowledge base

L

M

N

Net Promoter Score (NPS)

O

Omnichannel customer support

P

Q

R

Resolution-based pricing

Retrieval augmented generation (RAG)

S

Self-service rate

T

U

V

Voice of the customer (VoC)

W

X

Y

Z

AI agents for concierge customer experience

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