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.
Customer effort score (CES)
Customer feedback loop
Customer health score
Customer journey mapping
Customer onboarding
Customer retention rate
Customer satisfaction score (CSAT)
Customer segmentation
Customer self-service
Customer service KPIs
Customer service outsourcing
Customer support automation
D
Data annotation
Data residency
Deep research
Deflection rate
Delegated authorization for AI agents
Dialogue state tracking (DST)
Digital concierge
DPO (Direct Preference Optimization)
Dual-tone multi-frequency (DTMF)
Durable execution
E
Echo cancellation (AEC)
Emotion detection
Endpointing
Entity extraction
Escalation matrix
Escalation rate
EU AI Act
Explainable AI
F
Fallback intent
Few-shot learning
Fine-tuning
First contact resolution (FCR)
First response time (FRT)
Forecast accuracy
Foundation model
Function calling in LLMs
G
Generative AI for customer service
Generative UI
Golden dataset
Graduated autonomy
Graph RAG
Guardrail evaluation
H
Hallucination detection
Help desk
Hill climbing
Human-in-the-loop (HITL)
Human-in-the-loop vs human-on-the-loop
Human override rate
Hybrid search
I
Inference time
Intelligent Virtual Agent (IVAs)
Intent detection
Intent recognition
Interactive voice response (IVR)
ISO 27001
ISO 42001
J
Just-in-time access
K
Knowledge base
Knowledge graph
KV cache
KYC in customer service
L
LangGraph
Large language model
Latency
Lifetime value (LTV)
Live chat
LLM as a judge
LLM benchmark
LLM router
LLM token usage
M
MCP context bloat
MCP gateway
MCP tool poisoning
Mean opinion score (MOS)
Mixture of experts
Model card
Model context protocol
Model drift
Multi-agent system
Multi-channel vs omnichannel
Multimodal AI
Multi-turn conversation
N
Named entity recognition
Natural language processing (NLP)
Net Promoter Score (NPS)
Next-best action
NLG (natural language generation)
