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
A2A protocol
After-call work (ACW)
Agent assist
Agent assist vs AI agent
Agent harness
Agentic AI
Agentic commerce
Agentic RAG
Agentic search
Agentic workflow
Agent occupancy
Agent quality score
Agent registry
Agent skills
Agent SOP
Agent sprawl
Agent utilization rate
Agent versioning
Agent workflow
AI agent control plane
AI agent examples
AI agent framework
AI agent governance
AI agent handoff
AI agent handoff schema
AI agent memory
AI agent orchestration
AI agent testing
AI audit trail
AI compliance
AI concierge
AI coverage rate
AI escalation policy
AI evals
AI evaluation
AI gateway
AI grounding
AI grounding vs RAG
AI guardrails
AI hallucinations
AI intent validation
AI observability
AI personalization
AI red teaming
AI SDR
AI sycophancy
AI tokens
AI voice agent
AI workflow automation
Asynchronous messaging
Attention mechanism
Audio codec
Authentication
Automatic call distributor
Automatic Speech Recognition (ASR)
Auto-tagging
Average handling time (AHT)
Average resolution time (ART)
Average speed of answer (ASA)
Average wait time
B
Backchanneling
Batch inference
Business process outsourcing (BPO)
Buy online, pick up in store (BOPIS)
C
Call abandon rate
Call center
Call center shrinkage
Call routing
Canary deployment
Canned response
Chain-of-thought prompting
Chatbot containment rate
Computer-use agent
Confidence score
Confused deputy problem
Contact center AI
Contact center as a service (CCaaS)
Contact rate
Context compaction
Context engineering
Context rot
Contextual analysis
Context window
Conversational AI
Conversational AI design
Conversational AI greeting
Conversational AI vendor evaluation
Conversational analytics
Conversational commerce
Conversational IVR
Conversational search
Conversation summarization
Cost per contact
Cost-per-resolution
CSAT vs NPS
Customer acquisition cost
Customer churn rate
