A
- AI EscalationAI & Machine Learning
AI escalation is the process by which an AI chatbot detects that it cannot resolve a customer's issue and tran…
Read definition - Average Handle Time (AHT)Support Metrics
Average Handle Time (AHT) is the mean time an agent spends actively working on a support ticket — from opening…
Read definition
C
- CSAT (Customer Satisfaction Score)Support Metrics
CSAT, or Customer Satisfaction Score, is a survey-based metric that measures how satisfied a customer was with…
Read definition - Confidence ScoreAI & Machine Learning
A confidence score is a probability estimate generated by an AI system indicating how certain it is that its a…
Read definition - Canned ResponseOperations
A canned response is a pre-written reply template that an agent can insert into a conversation with a keyboard…
Read definition - ChatbotAI & Machine Learning
A chatbot is software that conducts text-based conversations with users, automating responses to questions or …
Read definition - Context WindowTechnical
A context window is the maximum amount of text an LLM can process at one time — the 'working memory' of the mo…
Read definition - Churn PredictionAI & Machine Learning
Churn prediction is an AI technique that identifies customers at high risk of canceling or stopping purchases,…
Read definition - Customer Effort Score (CES)Support Metrics
Customer Effort Score (CES) is a survey metric that measures how much effort a customer had to expend to resol…
Read definition
K
- Knowledge GapAI & Machine Learning
A knowledge gap in AI support is a question the AI receives but cannot answer because the relevant information…
Read definition - Knowledge BaseOperations
A knowledge base is a structured collection of articles, guides, FAQs, and documentation that a support team —…
Read definition
L
- Live Agent HandoffOperations
Live agent handoff is the process by which an AI chatbot transfers a conversation to a human support agent whe…
Read definition - LLM (Large Language Model)Technical
A large language model (LLM) is an AI system trained on massive text datasets to understand and generate human…
Read definition
P
- Per-Seat PricingPricing Models
Per-seat pricing is a billing model where the cost of a software subscription scales with the number of user a…
Read definition - Per-Resolution PricingPricing Models
Per-resolution pricing is an AI support billing model where you pay a fee for each ticket that the AI resolves…
Read definition - Proactive SupportOperations
Proactive support is the practice of reaching out to customers with helpful information before they need to co…
Read definition
R
- RAG (Retrieval-Augmented Generation)AI & Machine Learning
Retrieval-augmented generation (RAG) is an AI architecture that combines a large language model with a live se…
Read definition - Routing RulesOperations
Routing rules are conditional logic configurations in a support platform that automatically assign incoming ti…
Read definition
S
- Sentiment AnalysisAI & Machine Learning
Sentiment analysis is an AI technique that classifies the emotional tone of a customer message as positive, ne…
Read definition - Shopify Admin APIEcommerce
The Shopify Admin API is a REST and GraphQL interface that lets external applications read and write data with…
Read definition - SLA (Service Level Agreement)Operations
A Service Level Agreement (SLA) in customer support is a formal commitment to respond to or resolve support ti…
Read definition
W
- WISMO (Where Is My Order?)Ecommerce
WISMO stands for 'Where Is My Order?' — the single most common category of inbound support tickets for ecommer…
Read definition - WebhookTechnical
A webhook is an HTTP callback that sends real-time data from one system to another when a specific event occur…
Read definition