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

AI Agent Orchestration

AI agent orchestration is the coordinated management of multiple specialized AI agents working together on complex workflows, enabling enterprises to handle multi-step customer service processes that exceed single-agent capabilities.

Tree of Thoughts (ToT)

Tree of Thoughts (ToT) is an advanced AI reasoning framework that enables large language models to explore multiple branching paths of thought simultaneously, evaluate options, and backtrack from dead ends to solve complex problems more effectively.

Average Wait Time

Average wait time measures how long customers spend waiting before connecting with support, serving as a critical gauge of service responsiveness and operational efficiency.

Service Level Agreement (SLA)

A service level agreement (SLA) is a formal contract between a service provider and customer that defines specific performance standards, measurable metrics, and consequences for not meeting agreed-upon service levels.

AI Workflow Automation

AI workflow automation combines artificial intelligence with business process orchestration to create adaptive, self-improving systems that handle complex, multi-step customer service workflows with intelligent decision-making capabilities.

Customer Retention Rate

Customer retention rate measures how well a business keeps its existing customers over a specific time period, providing crucial insight into customer loyalty, product satisfaction, and the long-term health of customer relationships.