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

Customer Onboarding Support

Customer onboarding support is the process of guiding new customers through setup, configuration, and initial use of a product, where AI agents can provide instant, personalized guidance at scale.

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS) is a cloud-based platform that provides the infrastructure, channels, and tools for managing customer interactions, now increasingly integrated with AI agents.

Multilingual Customer Support

Multilingual customer support is the ability to serve customers in their preferred language across all channels, using AI translation and multilingual models to eliminate language barriers at scale.

Escalation Management

Escalation management is the process of identifying when a customer interaction needs to be transferred from an AI agent to a human agent, ensuring smooth handoffs with full context preserved.

Tiered Support Model

A tiered support model organizes customer service into escalation levels (L1, L2, L3) based on issue complexity, with AI agents increasingly handling the first tier of routine inquiries autonomously.

Proactive Customer Support

Proactive customer support is the practice of identifying and resolving customer issues before they contact you, using AI to predict problems, detect signals, and initiate outreach automatically.

AI Agent & CX Glossary