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.
NLU (natural language understanding)
Non-human identity (NHI)
O
Omnichannel customer support
OpenTelemetry GenAI semantic conventions
Outbound voice AI
P
Phoneme
PII redaction
Predictive dialer
Proactive customer support
Prompt caching
Prompt chaining
Prompt engineering
Prompt injection
Prompt versioning
Prosody
Public Switched Telephone Network (PSTN)
Q
QA in customer service
Queue management
R
RAG pipeline
ReAct (agent pattern)
Reasoning model
Recontact rate
Reinforcement learning
Resolution-based pricing
Resolution rate
Resolution rate vs deflection rate
Responsible AI
Retrieval augmented generation (RAG)
S
Schedule adherence
Self-service rate
Semantic caching
Semantic search
Semantic turn detection
Sentiment analysis
Service level agreement (SLA)
Session border controller
Shadow AI
Short message service (SMS)
Silent agent drift
SIP transfer
Skill-based routing
SLA compliance rate
Small language model
SOC 2 Type II
Speaker diarization
Speculative decoding
Speech synthesis
Speech to intent
Speech to speech
SSML
Structured output
Support ticket
System prompt
T
Telephone Consumer Protection Act (TCPA)
Telephony
Text classification
Ticket deflection
Ticketing system
Ticket prioritization
Ticket routing
Ticket volume
Tiered support
Time to first token (TTFT)
Token limit
Tone of voice in AI
Tool-call guardrails
Tool calling
Topic modeling
Trajectory evaluation
Transfer learning
Turn-taking (conversational AI)
U
Utterance
V
Vector embedding
Verified resolution rate
Voice activity detection (VAD)
Voice agent barge-in
Voice agent observability
Voice agent simulation
Voice AI vs conversational AI
Voice biometrics
Voicebot
Voice cloning
Voice of the customer (VoC)
Voice of the employee (VoE)
Voice over Internet Protocol (VoIP)
VoIP jitter
W
Wake word
Warm handoff
Warm transfer vs. cold transfer
WhatsApp Business API
WISMO (where is my order)
