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

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.

AI Embeddings

AI embeddings are numerical representations of text, images, or data that capture semantic meaning, enabling AI systems to understand similarity, search by concept, and retrieve relevant information.

Fine-Tuning (for Customer Service)

Fine-tuning is the process of further training a pre-trained AI model on domain-specific data to improve its performance on particular tasks, such as understanding customer service terminology and following support workflows.

AI Agent & CX Glossary