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.

AI Copilot

An AI assistant that works alongside human agents, providing real-time suggestions, automation, and support during customer interactions.

Sentiment Analysis

AI technology that detects emotional tone and attitude in text or speech to understand how customers feel.

RAG (Retrieval Augmented Generation)

An AI architecture that combines large language models with real-time information retrieval to generate accurate, grounded responses.

Intent Recognition

AI capability to understand the underlying purpose or goal behind a user message, regardless of how it is phrased.

Knowledge Graph

A structured representation of information that captures entities, their attributes, and relationships to enable intelligent reasoning.

AI Hallucination

When AI systems generate plausible-sounding but factually incorrect or fabricated information with apparent confidence.