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AI Agent & CX Glossary

Plain-language definitions of the enterprise AI and customer experience terms CX leaders use every day, plus the Maven AGI platform concepts behind agents that actually resolve issues.

PII Redaction

PII redaction is the automated process of identifying and removing or masking personally identifiable information from AI conversations, logs, and analytics to protect customer privacy.

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PCI-DSS for Customer Service AI

PCI-DSS (Payment Card Industry Data Security Standard) compliance for AI ensures that AI customer service systems handling payment card data meet the security standards required to protect cardholder information.

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HIPAA Compliance for AI

HIPAA compliance for AI ensures that AI customer service platforms handling protected health information (PHI) meet federal privacy and security requirements for healthcare data.

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SOC 2 Compliance for AI

SOC 2 is an auditing framework that verifies an AI vendor's controls for security, availability, processing integrity, confidentiality, and privacy of customer data.

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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.

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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.

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