Telephony refers to the technology and systems used to transmit voice communications, including traditional phone systems, VoIP, and modern cloud-based contact center solutions.
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Prompt Engineering
Prompt engineering is the practice of designing and refining inputs (prompts) to guide AI language models toward producing accurate, relevant, and useful outputs.
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IVR (Interactive Voice Response)
IVR is a telephony technology that allows callers to interact with a phone system through voice commands or keypad inputs to route calls or access information.
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Deflection Rate
Deflection rate measures the percentage of support requests prevented or handled through self-service before reaching human agents, typically via FAQ, chatbots, or knowledge bases.
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BPO (Business Process Outsourcing)
BPO is the practice of contracting specific business operations to external service providers, commonly used for customer support, IT services, and back-office functions.
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AI Agent
An AI agent is a software-based entity that perceives inputs, reasons over context, and takes autonomous actions to achieve specific objectives—going beyond simple chatbots.
