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.

Customer Satisfaction Score (CSAT)

A metric measuring how satisfied customers are with a specific interaction, product, or service experience.

24/7 Customer Support

Customer service that is available around the clock, every day of the year, regardless of time zone or business hours.

AI Escalation

The process by which AI systems intelligently transfer complex or sensitive customer issues to human agents with full context.

Self-Service Portal

A digital interface where customers can find answers, perform actions, and resolve issues independently without contacting support.

AI Live Chat

Real-time messaging support powered by AI that resolves customer inquiries instantly through conversational interfaces.

AI Email Response

Using artificial intelligence to automatically read, understand, and respond to customer emails without human involvement.