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

Support Automation Rate

Support automation rate measures the percentage of customer service interactions that are handled entirely by AI or automated systems without requiring human agent involvement.

AI Proof of Concept (POC)

An AI proof of concept (POC) is a limited-scope trial deployment of an AI customer service system designed to validate performance, integration feasibility, and business value before full-scale implementation.

AI Vendor Evaluation

AI vendor evaluation is the structured process of assessing AI customer service platforms based on resolution capability, integration depth, security, deployment speed, and total cost of ownership.

Build vs Buy (AI Agents)

The build vs. buy decision for AI agents weighs the control and customization of building in-house against the speed, expertise, and lower total cost of ownership of purchasing a purpose-built platform.

AI ROI (Return on Investment)

AI ROI measures the financial return generated by an AI customer service investment relative to its total cost, including cost savings, productivity gains, revenue impact, and customer retention improvements.

Total Cost of Ownership (AI Support)

Total cost of ownership (TCO) for AI support measures the full expense of deploying and operating an AI customer service system, including licensing, implementation, integration, maintenance, and ongoing optimization.