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

Customer Journey Mapping

Customer journey mapping is the process of visualizing every touchpoint and interaction a customer has with your organization, identifying pain points where AI can improve the experience.

Quality Assurance (QA) for Support

Quality assurance (QA) for customer support is the systematic process of evaluating the accuracy, completeness, and customer impact of support interactions — now including both human agent and AI agent performance.

Workforce Management (WFM)

Workforce management (WFM) is the set of processes and tools used to forecast customer demand, schedule support agents, and optimize staffing levels to balance service quality with operational costs.

Voice Bot

A voice bot is an AI-powered system that handles phone conversations with customers using speech recognition and natural language understanding to provide automated support.

Conversational IVR

Conversational IVR is an advanced form of Interactive Voice Response that uses natural language understanding to let callers speak freely instead of navigating rigid menu trees.

IVR Replacement

IVR replacement is the strategy of replacing traditional Interactive Voice Response menu systems with AI-powered voice agents that understand natural language and resolve customer issues through conversational dialogue.

AI Agent & CX Glossary