AI Agent Glossary | 100+ Enterprise AI & CX Terms Defined

Fallback Behavior

Fallback behavior defines what an AI agent does when it cannot confidently answer a question or complete a requested action — including clarification, alternative suggestions, and human escalation.

AI Confidence Score

An AI confidence score is a numerical measure of how certain an AI agent is about the accuracy of its response or the correctness of its intended action, used to trigger escalation or human review.

Autonomous Resolution

Autonomous resolution is when an AI agent fully resolves a customer's issue end-to-end without any human intervention, including understanding the problem, taking action, and confirming the outcome.

Semantic Search

Semantic search is an AI-powered search technique that finds information based on meaning and intent rather than exact keyword matches, enabling more accurate retrieval for customer service AI.

Knowledge Ingestion

Knowledge ingestion is the process of importing, processing, and structuring information from multiple sources into an AI agent's knowledge base so it can accurately answer customer questions.

Model Context Protocol (MCP)

Model Context Protocol (MCP) is an open standard that enables AI agents to securely connect to external data sources, tools, and APIs through a unified interface, expanding what AI can access and act on.

AI Agent & CX Glossary